Every medical answering service claims that they provide quality service. But how can you know this for sure without first trying them?
You could ask around and see what other people think. Assuming you can find someone to ask, how much weight should you put on their opinion? It's hard to know. They're likely biased. Or you could look at online reviews, but those are usually from outliers who are either very happy or very upset. So how much do these reviews really help? Not so much.
However, there's one sure-fire way to know ahead of time if a medical answering service actually provides the high-quality service that they claim to offer. Are you ready for this secret? Here goes.
Ask your prospective medical answering service if they have won any awards from independent, third-party organizations that test and evaluate answering service quality. The leading organization for this in the United States is ATSI (the Association of TeleServices International). They conduct an annual evaluation of leading answering services and award the best of the best each June.
If you want to hire a quality medical answering service, make sure that they've won the ATSI Award of Excellence. And for further validation, know that this is an accumulative award, so look for a medical answering service that has earned it for several years.
Here's why the Award of Excellence is so valuable.
A quality assessment conducted by an independent, third-party organization, provides conclusive results. Because an outside organization completed the quality review, you can enjoy confidence over the validity of the results. Winners of the ATSI Award of Excellence have a high level of proven quality that you can count on.
To determine call quality, at least two trained judges independently assess each call. Since they don't know which answering service handled the call, there's no way for unintentional bias to creep into their analysis. And, in the unlikely event of a disagreement between the two judges, a third reviewer serves as the final arbitrator. The results are a score you can count on.
The trained quality judges follow a preset list of criteria to determine a numeric score for each call. Only those answering services that surpass a high, cumulative score on all their calls earn the right to receive the Award of Excellence. The benchmarks are so high that many answering services don't even bother to take part in the program. And of those that are brave enough to try, only a fraction of them meet the high standards needed to earn the award.
Each year the judging criteria undergoes a re-evaluation to ensure it still meets customer expectations, which are ever-changing and more demanding. When needed, the evaluation standards are changed to meet the heightened expectations of answering service customers.
In case you're wondering, MedConnectUSA is proud to be a twelve-year, diamond-plus recipient of the ATSI Award of Excellence.
Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.
Publish Date: May 11, 2018 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
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L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
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Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
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InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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