Sarah Hedayati

Health Insurance Call Volume Increasing: Best Practices to Achieve Success

Did you notice an increase in call vol­ume dur­ing your last Open Enroll­ment period? Most health insur­ance call cen­ters did. In fact, some received such a high call vol­ume, their IVRs couldn't han­dle the load and needed to be upgraded on the spot. ...

Customer Satisfaction in the Health Insurance Industry

The health insur­ance indus­try is get­ting a lot of atten­tion as call vol­ume picks up. Baby boomers are retir­ing and search­ing for sup­ple­men­tal Medicare cov­er­age, health care reform is in the air, and more mem­bers are need­ing assis­tance and sup­port. Cus­tomer sat­is­fac­tion is a...

Employee Retention: Y You Need a Strategy

Employee reten­tion has become a com­mon topic in call cen­ters as the econ­omy starts to improve. Accord­ing to a 2011 sur­vey included in an arti­cle writ­ten by Cal­abrio, 70 per­cent of Gen­er­a­tion Y con­tact cen­ter agents are con­tem­plat­ing leav­ing their cur­rent role when the...

Insurance Customer Service: Five Tips for Serving Older Callers

As a large por­tion of the baby boomer pop­u­la­tion pre­pares to retire, call cen­ters in the insur­ance indus­try will field more calls from older cus­tomers. To help agents suc­cess­fully serve this base of cus­tomers, they need to learn skills and spe­cific tac­tics to help...

Customer Service in the Insurance Industry: the Baby Boomers Are Coming

With the num­ber of retir­ing baby boomers increas­ing, it's time to assess cus­tomer ser­vice in the insur­ance indus­try. Is your insur­ance call cen­ter ready to serve this pop­u­la­tion? Do your call cen­ter employ­ees know how to uncover needs, rec­om­mend plans, and explain cov­er­age? The...

Customer Service That “Wows”

Have you ever had a cus­tomer ser­vice expe­ri­ence that left you say­ing "wow"? The other day, I had one of those "wow" expe­ri­ences. I was stay­ing at a hotel in Hol­ly­wood for work. The only way to park was through valet. The atten­dant asked me...

Selling Skills: Close the Sale

This is the third and final post in a sales series. The first post cov­ered prod­uct knowl­edge and the sec­ond post focused on fea­tures and ben­e­fits. You might be think­ing, "The final post has to be about clos­ing the sale." You're right! Clos­ing the sale...

Employee Satisfaction: It Starts With You

When man­agers hear they need to improve employee sat­is­fac­tion to achieve cus­tomer sat­is­fac­tion, they often don't know where to start. Employ­ees are at the front line, assist­ing cus­tomers first hand. If employ­ees are unhappy, there's no telling what kind of ser­vice they will pro­vide. Unhappy...

Selling Skills: Features and Benefits

The first post in this sales series focused on prod­uct knowl­edge and the ways sales reps can use that infor­ma­tion to help make a sale. Pre­sent­ing prod­ucts to poten­tial cus­tomers is when under­stand­ing fea­tures and ben­e­fits becomes cru­cial to an effec­tive sales presentation. In order...

Customer Experience vs. Compensation: a Customer Service Showdown

The other night, I went to din­ner at one of my new favorite restau­rants. When I sat down, I couldn't help but notice the table next to me was not hav­ing a pleas­ant din­ing expe­ri­ence. The two din­ers' body lan­guage said it all. They...

Selling Skills: Understand the Product

Are you happy with the per­for­mance of your sales team? Do they have a thor­ough under­stand­ing of your prod­ucts and how to present them to cus­tomers in an engag­ing way? In-depth prod­uct knowl­edge is a crit­i­cal com­po­nent of sales success. Use Prod­uct Knowl­edge to Sim­plify...

A Little Rapport Goes a Long Way

No matter what product or service you offer, selling to a customer you have truly connected with is much more fulfilling than a sale to just some random customer whom you'll never think of again. Not only will you come away feeling excited and...

7 Tips for Coaching Difficult Employees

Whether you're a manager, supervisor, or trainer, one of the inevitable aspects of your job is the need to deal firmly and fairly with problem employees. Just as there are any number of reasons why an employee can become a problem—bad attitude, inability to...

Creative Employee Incentives

Providing incentives for employees is a great way to boost morale, productivity, and promote a harmonious work environment. Even more importantly, offering incentives to your employees in a non-traditional and creative way allows you to keep track of improvement and reward staff for a...

The Employee Experience: Motivate, Empower, Invest

There's a concern brewing in employers everywhere. If the economy keeps moving in a positive direction, employees may take their talent elsewhere. A trend for 2012 is improving the employee experience. Douglas Matthews, president and chief operating officer for Right Management, reported in Chief Learning...

How to Use Social Media for Service & Support

Social media as a service and support channel is on the rise. There is a buzz about what effect social media will have on customer service. Peter Shankman showed us what one tweet can do. After jokingly asking Morton's steakhouse to meet him at an...

Using Social Media for Service & Support

30 to 40 million social media interactions take place in one day according to Catriona Wallace from Fifth Quadrant. Companies are getting on board to offer service and support through various social media channels. According to a Zendesk infographic by Tiffany Maleshefski, "A majority of...

Customer Service Through Social Media

The other day, I opened an email from AT&T reminding me of my upcoming bill. I opened it expecting to see my usual monthly payment. Instead, I found a bill total of more than triple the normal amount. My initial thought: Here we go...

Problem Solving Skills: a Crucial Call Center Trait

When you're working in a call center, you never know what the deck is going to deal you. You may get the inquisitive customer, the customer seeking a solution, or even the fed up and angry customer. Equipping yourself with problem solving skills will...

Email Etiquette: How to Turn Email Into a Customer Service Tool

Email has a convenience factor other forms of communication lack. Email can be sent at any time and responded to at any time. As a result, more and more people are using email to communicate with companies when they are in need of assistance. If...

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