2 Reasons Why a Call Center Can Lead to Greater Success for All
A Call Center workplace is known for being a high-stress environment. It requires skilled professionals at-the-ready to handle an array of issues on a minute-by-minute basis. And, more often than not, calls taken are followed by interactions that are even more demanding. “Management must be aware of what it takes by being employee-centric,” says Joseph Pores, CEO of Call 4 Health. “We know that a lot goes into making a call center a success, starting with its people at its core,” says Pores.
“Call 4 Health understands call center burn out, so we do our best to keep employees motivated by providing the tools and training they need, and we add in opportunities so they can land in a role that’s a great fit. It’s our way of keeping call center representatives happy on the job, and also lowering potential attrition rates,” he adds.
To this end, Call 4 Health seeks highly motivated, well-organized, ethical and responsible individuals who work well in a team environment and who wish to grow as individuals as well as within Call 4 Health.
Avid believers in best practices—Call 4 Health is especially attuned to the fact that patients and clients expect access to information quickly. This requires call center personnel who are adept at process and procedure, and who also exhibit competency, among other skills that come through training and best practices.
Here are a couple of reasons why a collaborative, engaged and employee-centric call center can lead to greater success for all:
1. Recruitment & Onboarding
While hiring for open positions at our three call centers in Linthicum Heights, MD, Spring Hill, TN, and Delray Beach, FL— including roles for patient care representatives, sales, workforce real time analysts and Jr. net developers —Call 4 Health considers applicants who are the right fit based on work experience, skill level, technical backgrounds and other assessments.
The onboarding experience addresses expectations of employees with well-defined job descriptions and performance guidelines. “It’s about matching a new employee’s expectations with workload in order to diminish any negative impact,” says Pores. “Compassionate, articulate and motivated individuals are needed to enhance patient services for millions nationwide. And since Call center work can be intense, the Call 4 Health hiring goal is to be honest about the realities of the day-to-day call center experience,” says Pores.
2. Ensure Confidence on the Job
Call 4 Health has certified medical professionals, including triage nurses, as part of its staffing needs, but there are also new employees who are not coming from the medical profession. These individuals require a different tool set for preparation and follow through in order to be prepped and confident for what may come on the job. From entry level call center agents up: “Training provides the tools and the buffer needed during strenuous days of answering calls, doing what we do best. The training is helpful because it gives employees a valuable understanding of our brand DNA, and shows them how to approach a range of client- and patient-related issues,” says Pores. Training on-site can also be customized and is dependent on staffing roles, too. “Internal and external communication remains critical to our success,” he says.
About Call 4 Health
More than “Just” a Call Center, Call4Health is a leading telemedicine services provider with virtual call centers for various medical management services, including nursing. Virtual call centers at Call4Health are attended to with the utmost concern, compassion and efficiency, every hour of the day, every day of the year.
Call 4 Health seeks highly motivated, well-organized, ethical and responsible individuals who work well in a team environment and who wish to grow as individuals as well as within Call 4 Health.