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Marketing Considerations for Uncertain Times

Marketing Considerations for Uncertain Times

Make Sure Your Advertising and Marketing Approach Is Strategic and Not Reactionary

When in the middle of uncertain economic situations, where future business prospects loom more evasive than usual, knowing what to do when it comes to marketing presents a challenge. The marketing you do today for your telephone answering service will affect sales now and the number of prospects in your sales funnel for months to come.

While considering changes to marketing plans is a complex deliberation with many moving parts, the reality is that there are only three basic ways to move forward. Once this fundamental strategy is determined, the more detailed ramifications become easier to deal with.

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Training and Managing Remote Agents During COVID-19

Training and Managing Remote Agents During COVID-19

The current situation with COVID-19 has certainly put a spotlight on the fact that call centers and answering services are an essential business — but as we know, our industry always has been essential. To quickly respond to the health and safety of others without compromising service delivery, many of our members have redirected their call agents to at-home remote status.

According to a new report by Buffer, around 98% of employees who work remotely want to continue to do so — at least part-time anyway. But one of the biggest challenges is how can operations managers and supervisors effectively manage and motivate a remote staff?

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Business Continuity During The Coronavirus Pandemic

Business Continuity During
The Coronavirus Pandemic

Every business and organization, including our members, should have an effective business continuity plan in place; and who would have thought we all would have to prepare and pivot for a pandemic such as COVID-19.

With the global emergence of a new strain of a virus named COVID-19, now is the time to revisit your ability to shift your TAS business and continue to thrive without interruptions to operations and service delivery. At ATSI, we continue to closely monitor the fluid situation daily and are taking all the necessary precautions and keep our members informed on all levels.

The truth is, business continuity in our industry is so important — especially when there is a lot of uncertainty and information is changing by the minute. Below, we are talking about many TAS business-related challenges that may arise as a result of this pandemic and how to manage them in the best way possible.


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Tips to Deal with Answering Service Client Churn

Tips to Deal with Answering Service Client Churn

Losing Clients Each Month Is Inevitable but You Can Minimize How Many

A great characteristic of running a telephone answering service is having monthly recurring revenue. But no client remains on service forever. They’ll eventually cancel their service with you. Then you need to find new clients to replace them just to stay even. This is client churn. And to grow you must add clients faster than you lose them.

Losing some clients is inevitable: they close their doors, merge with another company, or experience different business needs. However, often cancellations are avoidable. Here are some ideas to reduce the number of clients you lose each month.

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ATSI 24/7 Site Certification

How Obtaining the ATSI 24/7 Site Certification Can Help You Achieve Maximum System Run-Time

Obtaining an industry certification is a process and definitely lends itself to a powerful third-party endorsement that can be leveraged, especially for your sales and marketing team. Not only will it assist you with advancing your business, but it also positions your telephone answering service as a leader in our industry.

At ATSI, we take pride in being able to offer our 24/7 Site Certification to members who want to gain a competitive edge. Our program is designed to assist owners with identifying and implementing the most effective procedures that can help them achieve maximum system run-time — adding another layer of business continuity.

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Should You Set Annual Goals?

Should You Set Annual Goals?

If We Aim for Nothing, We’ll Hit It Every Time

Do you make New Year’s resolutions? How does that work for you? Some people mistakenly place annual goals in the same category as New Year’s resolutions: ideas that sound good but that we quickly forget and that accomplish nothing.

We need to disassociate the two. Annual goals, specifically for your job and for your answering service are essential. Without them you will flounder in your work, going from day-to-day, month-to-month, and year-to-year.

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Top 5 Benefits of Joining ATSI

Top 5 Benefits of Joining 

The Association of TeleServices International

If you’re in the answering service or call center industry, joining a professional association can provide you with many benefits. By becoming a member of the Association of TeleServices International (ATSI), it’s a win-win scenario for call centers and similar organizations because while they receive opportunities to network with other industry professionals, they will also get the training and education needed to learn more about growing a profitable TAS business.

Here at ATSI, we take pride in holding the umbrella for hundreds of professional call centers, answering services and contact centers. Here we are listing the top five (5) benefits of being an ATSI member.

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HOW TO IMPROVE AGENT ENGAGEMENT

HOW TO IMPROVE AGENT ENGAGEMENT AND BOOST YOUR CALL CENTER’S PERFORMANCE

Driving agent engagement is a priority in every call center, regardless of size. The truth is, engagement is what drives motivation, increases performance and decreases turnover, making it a key factor for you and your Operation Manager’s sanity. 

When it comes to answering services and call centers, increased engagement has two main benefits: high performance and high retention.

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Pursue Growth Through Acquisition

Pursue Growth Through Acquisition
Expand Your TAS by Acquiring Accounts Instead of through Sales and Marketing

When you think of the future of your telephone answering service, what will it look like? What strategy do you need to use to get there? There is no one right answer that works for everyone, but there might be one right answer that works for you.

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The Impact Of Excessive HIPAA Requirements

ATSI President, Joe Pores Discusses the Impact of Excessive HIPAA Requirements for the TeleServices Industry

Compliance with Federal laws and regulations is important in most industries throughout the United States. The 1996 Health Insurance Portability and Accountability Act (HIPAA), is one of the laws established by the U.S. Department of Health and Human Services (HHS) with the main goal of creating a set of security standards and requirements that address the confidentiality of Protected Health Information (PHI) and Electronic Protected Health Information (ePHI).

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The Impact of Increasing Minimum Wage

Answering Services Reduce The Impact Of Increasing Minimum Wages On Small Businesses

Rising minimum wages throughout the United States will definitely have a tremendous impact on small business owners. With a $15 minimum wage gaining momentum, it will be necessary for owners to course correct in order to minimize the impact. The sensible solution is to leverage the support of an answering service.

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Points of Light - PSERC

AMERICA'S PRIVATE SECTOR EMERGENCY RESPONSE CENTERS

In the dark silence of the night, there are a few lights forever burning – a few voices never stilled.
Those lights are your community’s Private Sector Emergency Response Centers. The voices are those of 40,000 skilled agents.
For nearly 100 years, PSERC agents have faithfully answered America’s critical calls around the clock, every day and night. Their caring voices bring a feeling of security, whatever the need or the hour.


STATISTICS

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The Impact of Industry Consolidation on Answering Services

Discover why having fewer answering services is a good thing

The telephone answering service industry is consolidating, and it has been for quite some time. Though we don’t have precise numbers to support this trend, the empirical evidence is all around us. Acquiring organizations grow larger, while the number of industry players gets smaller.

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Don't Underestimate the Importance of HIPAA Compliance

Don’t Underestimate the Importance of HIPAA Compliance

HIPAA Compliance Is More Than a Best Practice, It’s the Law

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What Can You Do to Support Answering Service Industry Events?

6 Tips to Help TAS Associations Have Successful Events

In a prior post we discussed what you can do to support your favorite TAS industry associations.  We gave four tips: become a member, attend their events, volunteer your time, and buy their products. Let’s look specifically at industry events and what you can do to make them more valuable.

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How Can Your Answering Service Support Industry Associations?

4 Tips for You to Help TAS Associations Succeed and Grow

Last month we discussed the impact of industry consolidation on TAS user groups and trade associations. Though there’s reason for concern over this trend, there are also solutions. It’s important we don’t lose sight of that. There’s no room for panic. Intentional action is required, now more than ever.

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The Impact of Industry Consolidation on TAS User Groups and Associations

TAS industry user groups and associations need you now more than ever

In the last two posts we looked at the impact of TAS industry consolidation, first on the answering services themselves and then on the vendors that serve our industry. While most people shudder at the thought of industry contraction, we noted several positive aspects of consolidation on those answering services that remain. When it comes to TAS vendors, however, there is more pressure on them, with fewer answering services left to buy their products and services. Yet, when we support our vendors, we support ourselves and prepare for the future.

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The Impact of Industry Consolidation on TAS Vendors

By supporting our vendors, we support ourselves

Last month we looked at the impact of TAS industry consolidation on answering services. After analyzing the causes and the results produced, we discovered many positive outcomes as a result of our industry consolidation.

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How to Prove You Provide Quality Answering Service

Most everyone talks about quality service, but too often they can’t back it up

Telephone answering services typically compete in one of two ways. One is by the quality of their service and the other is by price. Let’s set aside competing on price, because there will always be an answering service out there willing to charge less. Besides, competing on price is a race to the bottom, which no one can win for the long-term.

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Every TAS Needs Errors and Omissions Insurance

But Not All E&O Insurance Policies Are the Same

As individuals and businesses, we purchase insurance policies to protect us from loss. Personally, we insure our home and cars, our life and our health, along with other things. For our answering service, we insure our building and its contents, to start with. Then we add a general liability policy. But for a telephone answering service, especially in this litigious society, a general liability policy isn’t enough. We also need an errors and omissions insurance policy, E&O for short.

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