Ask the Expert: Why use an outsourced contact center for your business?

by Jason Day on June 2, 2017

Why should I outsource a contact center instead of hiring my own team?

Building and staffing a contact center can be costly, and set-up is extensive. Most contact center service providers are equipped to be reflexive for different types of clients and industries. Many offer consultative services to build a script and workflow that fits your business needs, which allows you to focus on your business while the contact center executes the outreach. Plus, if the contact center service provider has 24/7 capabilities, you can rest easy at night knowing your clients are taken care of by professionals day and night.

What kind of training do the call center specialists receive?

Call center professionals are first and foremost trained on customer service techniques, but they are also skilled at adapting to different business styles and requirements. ExamOne’s contact center aligns closely with you to develop specific training that accomplishes your business goals.

Do I need to build my own script and workflows?

Full service contact centers are consultative and work with you to develop a script that fits your business needs. They’ll talk through your goals and objectives for why you need a call center and listen to any specific needs and requirements relative to your industry.

What kind of reporting is available, and how do I receive it?

Full service contact centers will be able to provide a variety of reporting metrics that integrate with your systems for easy reporting. Some metrics we offer include:

  • Business dashboards for high-level productivity monitoring
  • Drill down reports to help you dive into the details
  • Ad-hoc or custom reports
  • Raw data exports for further in-house refinement

With ExamOne, you can also leverage our extensive data mining platform to supplement telephonic interviews. Gather comprehensive profiles with attending physician statements, prescription history, laboratory testing history, motor vehicle reports, and more.

What kind of technology does ExamOne use in its call centers?

ExamOne contact centers utilize the industry’s latest technology to provide the most efficient service to you and your clients. We are TCPA- and HIPAA-compliant, and SOC 1, type 2-certified. Our advanced call management system is equipped to handle campaign logistics for any client, and workforce management utilities provide real-time queue monitoring and reporting.

How do I start?

Contact us to have a more detailed discussion about how ExamOne can support your organization.

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