Archive for month: April, 2018

The JOY of Work

Categories: Articles

The Joy of Work - Staffing firms - The Avery DifferenceEmployees are motivated to go above and beyond while having fun

Ask any staffing firm, big or small, what its top challenge is. Not surprisingly, the answers are identical: Finding people with the right skills given the scarcity of talent. Organizations – including staffing firms – are facing one of the largest talent shortages since 2007 with the US unemployment rate at 4.1% in February. Firms are all vying for the same talent. So when staffing firms find the right internal workers, what do they do? Engage them. Here’s how.

For the ninth time, Staffing Industry Analysts surveyed employees of staffing firms to see the approach these companies are taking. The winners on this year’s “Best Staffing Firms to Work For” list are committed to creating an environment that helps their workers reach their potential, professionally and personally. Gone are the days when it was just about careers and 80-hour workweeks. Staffing firms must adopt a holistic approach that extends to the home. The successful staffing firms are those that allow employees to take off early to watch their kids’ baseball games or be there for a piano recital. Of course, it’s understood that employees meet their deadlines before taking off.

The Avery Difference

At Avery Partners, we are different in that we take all the risk. We meet each of our candidates face to face for the interview to make sure they are the best fit for the job. These candidates are also OUR employees. We manage all their paperwork, applications, check references, federal verification and tax forms, background checks, drug screenings, pay-records, taxes, etc. This takes the hassle off your company and staff so that you can do what you do best.

Please contact Jennifer Hall for more information at the office (770) 642-6100 x237 or email Jennifer.Hall@AveryPartners.com

No Signature Required for Credit Card Transactions

Categories: Articles

No signature required on credit card transactionsThe card networks have agreed, starting in April 2018 MasterCard, Discover, American Express, and Visa will no longer require signatures for credit card transactions that use chip or contactless payment solutions. While the transition to EMV chip and contactless payments has not been required, those merchants who have updated their terminals to this technology can benefit by not requiring signatures from their customers. Merchants will still have the option of asking for a signature, but the requirement will no longer be in place.

The card networks have seen a decrease in fraud with the rollout of EMV-ready technology of both terminals and cards. Additionally, fraud fighting and tracking capabilities have greatly improved. These advancements and the general consensus that merchants are not actively comparing signatures on receipts to the back of the card or photo identification, have led to the removal of the signature requirement.

How will this really work?

The change may take some time for consumers and merchants to get used to. The many years of card transactions and signing the receipt is a hard habit to break, and it will take time to do so. Consumers may still feel the need to sign, and merchants may still want signatures on receipts, especially on higher sales transactions. The benefit for all is a faster checkout experience. One of the complaints about the EMV chip transactions is that they take longer to process. This process has improved, and now the removal of signing the receipt will allow transactions to be completed faster which will shorten checkout lines.

As consumers become more accustomed to not signing a receipt, the rollout of EMV chip technology will increase, as they will expect the functionality from the merchant and their card issuer. So, those merchants or card issuers who have not converted may feel pressure to complete the upgrade. Further rollout of EMV technology will further reduce fraud in the face to face environment.

Jennifer Autian is the founder of TCA Business Solutions and an independent representative of merchant services. To learn more about EMV technology or explore other payment processing options, connect with her at 678-523-8760 or by email at Jennifer@tcabiz.com.

Do I really need a 0% Abandonment Rate on my Appointment Calls?

Categories: Articles

We’ve all been there…

For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer.

efficient call abandon rate

And after what seems like an entire lifetime (probably 7 minutes), while I’ve started multi-tasking a few other things, I forget why I was on the line in the first place. And with much anger or at least a little consternation, I hang up.

Its critical for us to empathize and remember that behind that (1) abandoned call added to your stats today was the pain in the neck experience (and likely Twitter rant) for that one caller today- this can become a huge issue.

Luckily, you can tackle the dilemma of callers hanging up before your agents can help them by learning about your abandon rate and queue times.

We recommend your abandon rate be anywhere between 4 – 8 %. Having a 0% abandon rate is inefficient and unnecessary, and having an abandon rate over 8% will likely affect your satisfaction rating negatively.

So, with an abandon rate between 4 – 8%, you can still have a high satisfaction rating without inefficient and costly over-staffing of your team.

By tracking and investigating your average abandon queue time you can solve just about any abandon rate issues your team might have.

It’s easier to solve an abandon rate that’s lower than 4%. Look at your abandon queue time (the time before a caller hangs up) and make sure to answer any calls right before the majority of your callers have hung up historically. In this situation, it is likely that your team is answering the line sooner before your callers are tired of waiting and hang up.

Keeping those callers on hold just a little bit longer will probably not lower your satisfaction rating. And more importantly, you will have an efficient, perfectly-staffed team.

The harder part is solving the issue of an abandon rate that’s higher than 8% where callers are hanging up before anyone is available to engage. The short answer to this is to hire (and train) more staff.
While you’re getting your new agents up to speed, you’ll likely still have callers who hang up before your team can assist or callers who end up waiting around for ages looking like this.

Sometimes a more creative route is to find ways to keep callers waiting on the line longer. You can do this by changing up what customers hear while they wait for your team to answer.

For example, some organizations will play automated messages (a health insurance line reminding callers to get vaccinated during flu season).

So, if your team is experiencing abandon rate issues and doesn’t know where to start- here’s the breakdown.

First, identify whether your abandon rate is lower than 4% or higher than 8%. Then, use your abandon queue time to decide whether you need to allow your team to work more efficiently, hire and train more staff, or making changes to what your callers hear while they’re on hold.

After these changes, you’ll be on a path for happier customers and more efficient employees.

Paul Mancini
Clear Choice Telephones, National Accounts
paul@clearchoiceinc.com
678-387-3200

© Copyright - Healthcare Services - Website support by NicheLabs.com