Call center technologies, systems, and methodologies have advanced substantially over the last 20 years, but you most likely wouldn’t know that if you toured many of the addiction and mental health call centers that currently operate throughout the market today. Typical centers consist of unstructured and unorganized groups of low-performance treatment consultants tossed in some cubes, given a phone, maybe a CRM to work off of, no script, no follow-up protocols, no sales training, and no leadership.
Hard center implementation, otherwise known as a physical call center, requires critical strategy and planning to create an efficient admissions generating machine. Key call center elements include ideal location assessments, center layout and design modeling, connectivity analysis, equipment configurations, scheduling systems, Call Management Systems (CMS), and Customer Relationship Management Systems.
In order to compete successfully in today’s addiction and mental health industry, call center operations must be highly efficient, gained through the implementation of advanced call center technology, effective schedule management, building and retaining high-performance teams, measuring productivity and quality, and setting appropriate goals driven by key performing indicators (KPI).
Recovery Marketing Consultants can structure and implement your physical call centers, providing for an efficient, scalable operation that with will meet your growth requirements.