Access Academy

There are numerous core competencies that should be highlighted for your call center staff. Our training ensures that agents and supervisors understand the key attributes that make a successful call center team member. Access Advisors will teach your staff to recognize these traits and understand how to put them into practice, ensuring consistent quality patient service.

Using training methods geared specifically to the call center industry, we will show your agents why it is important to:

• Practice ownership
• Problem solve
• Manage time effectively
• Show empathy
• Manage stress
• Understand the patient experience

These are just a few of the necessary skills that will be highlighted during the interactive and engaging training sessions given by one of our experts instructors. Allow us to develop a curriculum that is tailored to fit your organization’s culture.

This high level course shows your contact center management team how to create a collaborative and transparent relationship with the departments they support. This partnership is a vital key to the success of your contact center. We will uncover why the contact center and department management provide a full patient experience when working together. The participants will help us unravel the communication barriers that may exist and build up a team that shows cohesiveness and professionalism in every action. They will walk away with a toolkit that provides an immediately actionable plan to implement and achieve positive results that improve overall patient care.

One thing that has consistently been seen is the lack of workforce management skills in healthcare contact centers. In the contact center industry it is crucial for the workforce management team to provide a solid foundation of volume trending and schedules that ensure success. With more and more organizations depending on their managers and supervisors to handle this function, it is vital to train staff on proper contact center workforce management. In this course, participants will learn what makes a contact center tick. They will learn about volume trending, call forecasting, schedule creation, intraday management, and staffing basics. We will provide the knowledge for them to succeed in building your organization’s foundation.

On the agent level, it is important that the employees understand the basic concepts behind scheduling and adherence. It helps to gain their buy-in and acceptance of the truly unique setting of contact center work. We have found that when there is an issue with agent efficiency, the knowledge of WHY helps to increase productivity. By agents gaining an understanding of why things are run a certain way, they are less likely to take longer breaks, come to work late, or spend the day finding reasons to get out of their seats. Agents will learn why contact centers are a unique type of customer service, how we look at volume trends, why rigid schedules are created, and why it is important to follow the schedules as closely as possible during the day. They will leave feeling empowered and enlightened, and with an understanding of their place in the patient experience.

Our expert trainers know what makes a successful leader in a contact center. Using real world experience, we are able to teach your leadership team how to manage a contact center floor. We will cover topics such as:

• “Leading by walking on the floor”
• How to retain good employees
• Delivering effective performance discussions
• Moving the needle. Improving performance metrics.
• Using data wisely. How to understand and utilize all this data!
• Soft Skills coaching.
• Many more…..

Allow us to help your team hone their management skills and create an environment for success.

Your call center employee is the often the first person that a potential patient speaks with from your organization. This is why it is vital to ensure the best impression is left with each call. Have you ever had the opportunity to listen to your employees’ calls? Have you ever heard the infamous “Hold please.”? Or been concerned about the tone of voice your employee is using with your patients and referring physicians? As we all know, quality patient care and improved patient satisfaction are at the heart of any healthcare organization. The best way to move the needle on quality metrics is to teach your management how to coach and your agents what they are being coached on. We have encountered scenarios where agents did not know what we meant by “quality” or management did not understand the basics of contact center quality programs. Don’t let this happen in your organization, it will only result in declining patient perception.

By using real life examples from healthcare call centers, the participants will be able to relate to our content. We will cover how to identify the main components of call structure and why they are important. They will be able to understand the theories around contact center quality, including simple concepts such as how to properly utilize hold and transfer and advanced concepts about when it is appropriate (and expected) to show empathy. Your leaders will learn how to coach agents on quality without being confrontational. Your agents will learn how to take quality coaching objectively and to apply it during their calls. In the end, your organization, and your patients, will benefit from improved quality skills.

Every day your leadership team is bombarded with emails containing reports, data, and performance results. But do they know what to do with it? We will show your team how to effectively use metrics to tell a story. By walking them through how each data point relates to their work performance, and showing them the relationship between the metrics, we will ensure that your team is prepared to explain the good, and the bad, of their performance results in a meaningful way. You won’t hear “The Service Level dropped” anymore. Now you will get a full detailed report of the details behind why it dropped and what steps need to be taken to improve it. We will show your team how to identify the red flags that affect performance, and how they should relate those stories to their team. We have seen performance improvements overnight with supervisors finally understanding all those emails. Our training experts have proven techniques to make even the most “data-scared” employee comfortable with everyday contact center metrics.

In every contact center there is technology surrounding everyone. Phones with auxiliary codes, headsets, ACD’s (Automatic Call Distributors), phone trees, the list goes on and on. You may have even invested in expensive (but necessary) quality recording or workforce management systems. To get the most of this technology it is important to know the basics. What does it do? Why do we use it? Does it just make my job harder? We can work with your team to ensure they understand the basics of contact center technology. This training may even allow them to do simple troubleshooting on their own without calling IT! By understanding the technology, the management team can be more effective in knowing how to use it and how to make the most of the investment you have made.