Can You Trust A Call Center?

Most small businesses, organizations and medical practices in the US experience an overload of administrative responsibilities and tasks. Sometimes it seems like you spend more time handling the paperwork for your business than you do actually conducting your business. One possibility is that you have the option to turn some of that reception work and office admin work over to a call center. The looming question, though, is whether you can trust one with your calls and your business. There’s no single answer to that question. Instead, there are several variables, and several things to look for in a call answering agency.

One thing to look for in a call center is whether they handle their calls in-house, or turn them over to second-tier outsourcing. Ideally, you want to find a company that has a physical office within the country, where professionally-trained staff answer calls. If the agency you work with outsources your calls to India or China, you lose certainty that there are sufficient quality control measures in place. You also hand your questions over to people from another country, where laws and customs might vary significantly. The result can be that your clients are given inaccurate and harmful information. Another common pitfall is that some answering services will use operators that are working from home. The result, as you can imagine, isn’t always the image of professionalism that you want for your company. Babies and dogs might be squawking in the background, for example.

Another thing to look for in a call center is quality assurance measures, like up-to-date training measures and certifications. For example, if you’re looking for a medical answering service to field calls for a medical office, you’ll want to make sure that their training programs have taken into account the major industry-affecting changes that came with the HIPAA (Health Insurance Portability & Accountability Act). You’ll want to make sure that the operators are trained well and paid well, so that you know you aren’t handing your business over to a high school kid with no background in call management or information services.

Working with a call center can be just the thing your business needs to get ahead on administrative overload. However, for it to be a benefit and not an ongoing problem, it’s vital that you do your research and pick an organization that ensures the highest standards of professionalism.

By: Kurt Duncan

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MedConnectUSA is a leading provider of medical answering services and telemessaging services. MedConnectUSA has been serving the health care industry since 1991. MedConnectUSA handles routine and emergency calls for the medical industry only and all calls are answered by HIPAA trained, US operators.