Ned

  • Ned

New Directions Learning and Development

People Connect Institute

Andrew Sanderbeck in Action

« Big Words or Big Sales? | Main | Media Melt Down »

March 29, 2008

Comments

Feed You can follow this conversation by subscribing to the comment feed for this post.

Mary Kay Delavan

When I saw this blog this morning, my gut was telling me tons to say. I decided, in my best interest to take a break, and breathe deep. I have very definite opinions of call centers, as I deal with them on a daily basis in my business. They are obviously the necessary evil. Out of my 45 hour work week, I spend maybe 5-6 hours either holding for call centers to answer, or working through the maze of menus. Before I go any further, I should say I have nothing personal against the poor people that must man the centers. That’s there job, and most do a decent job at it.

So, after a day of taking deep breaths, an MRI, shopping, and playing with my family, here are my more rational conclusions:

I work in the medical field as the manager of a billing company. Being on the phone collecting money is our job. Insurance companies are famous for long drawn out menus determining with whom you need to converse. Rarely do you get the correct department on the first time, and you are almost always transferred back to the menu and into another que before you can utter “wait”! Then by some miracle you get to the right department, only to get someone who has no knowledge of their business. There’s my issue.

If companies would train their staff to be able to answer any question posed by the person on the other end of the phone, I would be fine with them. One insurance carrier I have dealt with in the past, was famous for giving excuse number 12 (or whatever) why a claim wasn’t paid. We often asked can you give the next excuse, because I was given excuse number 12 last week, and that excuse doesn’t work this time. I could almost always make my notes before I was ever given an answer, because I knew what to expect. This is exactly why I don’t feel scripts work. 10+ years of them, and I could recite them all.

Outsourcing is another hot issue in my office. I can understand the financial necessity of outsourcing. Even the MRI I had this morning will be read by someone, hopefully a doctor, based in India. This is a common practice in the radiology field, Medicine by the internet...I won’t even comment on how I feel about that.

One very large, major insurance carrier in the US, outsources about 60% of the provider representatives to overseas. I have talked with many reps in India, where there is an entire city that was developed to be call centers for American companies. The reps are given Americanized names, and taught phonetically how to speak English. They do not understand the complicated world of medical coding, because they are not taught what it means, they read a script. They do not understand the medical benefits of policies and how the patient’s benefits work, because they aren’t taught. Mostly because today they are working with insurance company A, tomorrow they are taking orders for a mail order catalog.

If companies, not only insurance, but all companies, want to use call centers, that’s fine with me…but they need to make it user friendly, they need to teach their employees their business, and they need to empower them to be able to do something, anything, to make the customer happy, not just give lip service.

RamonGustav

Do you have ideas which worth millions but you lack the necessary capital to put your idea to test?

RamonGustav

Hi I liked your note, add your site to your bookmarks.

Buy_Viagra

I think you are not quite right and you should still studying the matter.

Music_master

Hi I liked your note, add your site to your bookmarks.

Hot_cialis

buy cialis buy cialis at a discount buy cialis brand buy cialis by the pill buy cialis canada buy cialis cheap buy cialis cheaper online buy cialis mexico buy cialis omline buy cialis online 20mg buy cialis online site buy cialis online viagra buy cialis pharmacy buy cialis pills generic

Hot_cialis

cialis soft generic cialis soft order cialis soft tab description cialis soft tab india cialis soft tablets cialis soft tabs 10 mg cialis soft tabs bestseller cialis soft tabs online cialis soft top cialis softabs cialis softabs generic cialis softtab how works cialis softtabs online

Hot_cialis

cialis tadalafil cialis tadalafil 100mg cialis tadalafil 20 mg cialis tadalafil american express cialis tadalafil canada cialis tadalafil cialis tadafil tal cialis tadalafil reviews cialis tadalafil viagra cialis tadalafil work cialis the dangers fda cialis the sex pill cialis to buy

RX-order

cialis tadalafil cialis tadalafil 100mg cialis tadalafil 20 mg cialis tadalafil american express cialis tadalafil canada cialis tadalafil cialis tadafil tal cialis tadalafil reviews cialis tadalafil viagra cialis tadalafil work cialis the dangers fda cialis the sex pill cialis to buy

Antivirus_man

I liked your site, you are very interesting to write. Merry Christmas and Happy New Year!

Antivirus_man

I liked your site, you are very interesting to write. Merry Christmas and Happy New Year!

Antivirus_man

Hi, I congratulate you on Merry Christmas!

JOBS_frend

I liked your site, you are very interesting to write. Merry Christmas and Happy New Year!

JOBS_frend

You write well will be waiting for your new publications.

JOBS_frend

Hi, I congratulate you on Merry Christmas!

school_dubl

With the new 2011. Year! Congratulations.

Rental

Happy New Year! The author write more I liked it.

Rental

Happy New Year! Happiness and success in 2011.

Rental

Hi Merry Christmas and Happy New Year, a cool site I like

Rental

Happy New Year! The author write more I liked it.

Rental

Happy New Year! The author write more I liked it.

Rental

With the new 2011. Year! Congratulations.

Hotjobs

Interesting site, always a new topic .. good luck in the new 2011. Happy New Year!

Hotjobs

With the new 2011. Year! Congratulations.

Hotjobs

Interesting site, always a new topic .. good luck in the new 2011. Happy New Year!

The comments to this entry are closed.