Looking back on the answering service industry ten maybe even five years ago has shown considerable changes to the industry as a whole. The industry is constantly changing; resulting from newer and improved technologies. Within the timeframe mentioned above, MedCom succeeded within the industry by achieving some major accomplishments and top of the line upgrades. MedCom enabled voice messaging systems, SQL servers, web-based features and upgraded to Startel’s latest CMC Platform becoming the first answering service to operate a fully redundant and completely operational back-up CMC platform. MedCom earned significant awards and certifications achievements in the call center, such as the SNUG 24/7 Site Certification GOLD LEVEL and the ATSI Award of Excellence. One of the main goals at MedCom is to stay ahead of the competition, offering the latest features and providing excellent service.
The best way to remain profitable in any industry is to focus on your company’s core competencies. The core competencies are services or products that make your company excel in certain fields. Core competencies focus on adding value from services or products for the customer, making that service or product difficult for competitors to match or copy and they must be adaptable for a variety of markets.
Over the years, MedCom has experienced a steady growth by focusing on our core competencies. Under the leadership and guidance from management, our agents have been trained on how to best handle our clients’ calls within a one to two minute timeframe. While maintaining the industry’s highest standards, our agents interact with callers obtaining the necessary information requested by each of our clients. Having to handle calls from a variety of business environments, medical, commercial and professional, require our agents to remain attentive and focus on each caller’s needs. It is customary for our customers to expect and receive all necessary information in a timely fashion. You would actually be amazed at how much information our agents will get from callers in such a quick time span of one to two minutes per call. MedCom’s efforts to continually reduce the time needed to efficiently acquire callers’ information has become one of the most important and cost effective services given to our clients.
Resulting from MedCom’s quick and efficient call taking, our agents are available for the next caller. At MedCom, we focus on providing each caller with our agent’s undivided attention for the duration of their call with a minimal hold time. We strive to provide each clients’ customer a pleasant experience when they call. Long hold times and frequent interruptions reflect poorly on the quality of an answering service along with the reflection the client themselves. Therefore, we provide ample staffing to manage call volume and more importantly hold times. Each of the past three years, MedCom significantly lower the hold times for any callers placed on hold. In 2005, the average hold time for a caller was twenty seven seconds, in 2006 the average dropped to twenty five seconds and last year the average was down again to twenty four seconds. These hold times are well below the industry benchmark, which is service level difficult for competitors to replicate.
Additionally, MedCom is renowned for implementing the latest technologies available. Offering new features provide us ways to reduce customers’ costs, improve the quality and eliminate errors. Staying atop the technology curve, MedCom remains a step ahead of competitors. Some of the latest features include: accessing your messages via the internet, communicating with agents via 2-way text messaging and even enhanced customer data basing. Stemming from using the latest available features, minimal hold times, and efficient quality service, MedCom has earned and won the ATSI Award of Excellence ten consecutive years, including this year’s Top Score.
Finally, it is important to know that your company can’t be the best at everything. The best way to remain profitable is to focus on what you can do best and stand out in those areas. Focusing on core competencies lets you build competitive advantages that your customers will remember.
If you would like to hear more about MedCom, visit our website or use the new CALL ME button on the our blog’s homepage. The CALL ME button connects you directly to our office.
The best way to remain profitable in any industry is to focus on your company’s core competencies. The core competencies are services or products that make your company excel in certain fields. Core competencies focus on adding value from services or products for the customer, making that service or product difficult for competitors to match or copy and they must be adaptable for a variety of markets.
Over the years, MedCom has experienced a steady growth by focusing on our core competencies. Under the leadership and guidance from management, our agents have been trained on how to best handle our clients’ calls within a one to two minute timeframe. While maintaining the industry’s highest standards, our agents interact with callers obtaining the necessary information requested by each of our clients. Having to handle calls from a variety of business environments, medical, commercial and professional, require our agents to remain attentive and focus on each caller’s needs. It is customary for our customers to expect and receive all necessary information in a timely fashion. You would actually be amazed at how much information our agents will get from callers in such a quick time span of one to two minutes per call. MedCom’s efforts to continually reduce the time needed to efficiently acquire callers’ information has become one of the most important and cost effective services given to our clients.
Resulting from MedCom’s quick and efficient call taking, our agents are available for the next caller. At MedCom, we focus on providing each caller with our agent’s undivided attention for the duration of their call with a minimal hold time. We strive to provide each clients’ customer a pleasant experience when they call. Long hold times and frequent interruptions reflect poorly on the quality of an answering service along with the reflection the client themselves. Therefore, we provide ample staffing to manage call volume and more importantly hold times. Each of the past three years, MedCom significantly lower the hold times for any callers placed on hold. In 2005, the average hold time for a caller was twenty seven seconds, in 2006 the average dropped to twenty five seconds and last year the average was down again to twenty four seconds. These hold times are well below the industry benchmark, which is service level difficult for competitors to replicate.
Additionally, MedCom is renowned for implementing the latest technologies available. Offering new features provide us ways to reduce customers’ costs, improve the quality and eliminate errors. Staying atop the technology curve, MedCom remains a step ahead of competitors. Some of the latest features include: accessing your messages via the internet, communicating with agents via 2-way text messaging and even enhanced customer data basing. Stemming from using the latest available features, minimal hold times, and efficient quality service, MedCom has earned and won the ATSI Award of Excellence ten consecutive years, including this year’s Top Score.
Finally, it is important to know that your company can’t be the best at everything. The best way to remain profitable is to focus on what you can do best and stand out in those areas. Focusing on core competencies lets you build competitive advantages that your customers will remember.
If you would like to hear more about MedCom, visit our website or use the new CALL ME button on the our blog’s homepage. The CALL ME button connects you directly to our office.
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