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OPEN ENROLLMENT CHALLENGES FOR THE HEALTHCARE CALL CENTER

October 1st is approaching quickly and opening the marketplaces on time represents the Obama administration’s biggest challenge to fulfill the affordable healthcare promise to extend coverage to uninsured Americans, including those who have been denied coverage in the past because of pre-existing conditions. Since the Supreme Court upheld the law last June, though, officials have…

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MEASURING THE OUTSOURCING ECOSYSTEM FOR STRONGER CUSTOMER RELATIONSHIPS

In analyzing which customer engagements to keep in-house and which to outsource, companies need to look past basic cost reductions as a result of outsourcing and measure overall effectiveness and strategic customer experience.    In the case of a call center,  customer retention and the overall customer satisfaction (CSAT and NPS (Net Promoter Score) has to be…

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BENEFITS OF A “NEAR SHORE” CALL CENTER FOR VOICE AND LIVE CHAT

In the Call Center industry when we speak of “Near Shore” operations we think of South America and the Caribbean, our neighboring nations this side of the hemisphere. One of the obvious traits of near shore call centers is its close geographic proximity to the US which  translates to reduced travel time, easier communication and…

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INITIAL QUESTIONS TO HELP DEVELOP A SUCCESSFUL TELEMARKETING CHANNEL

Successful outbound telemarketing campaigns start with creative planning and budgeting.  While new sales and marketing channels blossom in social media, the telemarketing channels remain one of the fastest and most lucrative methods to directly engage and acquire new customers. So what are those initial questions to help develop a successful telemarketing channel and is telemarketing…

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