Escallate’s operations are located in a secure 38,000 sq. ft. facility in North Canton, Ohio. This facility has both battery and 24/7 diesel generator backup. Escallate currently has the capacity to house 160 Contact Center representatives, plus associated administrative / support personnel.
Escallate is a member of ACA International (formerly known as the American Collectors Association), the Healthcare Financial Management Association (HFMA), and the Healthcare Billing & Management Association (HBMA).
Our management team has a tremendous amount of experience – much of which gained within Fortune 1000 companies – in Contact Center Management, Accounts Receivable Management, Business/Systems Consulting, Information Systems Application Development, Training and Quality. All of our representatives have been background checked. Each new hire is trained in the use of our dialer, call scripts, and various support systems (Intranet, etc.), as well as trained in federal and state regulatory compliance (e.g., HIPAA, TCPA, FDCPA, FCRA, etc.) before making/taking a call. Quality Audits and measuring key performance indicators (KPI’s) are performed monthly. These measurements are then utilized in monthly contests, our monthly Incentive Bonus program, and in annual performance / merit increase appraisals for our representatives.
Our operation utilizes a predictive dialer that blends both inbound and outbound calls to/from our Contact Center Reps. Our Ontario Systems predictive dialer with call recording works in conjunction with our CISCO phone system within a Voice Over Internet Protocol (VOIP) unified messaging network. Information gathered in conjunction with the calls made by our representatives is housed within an industry renown system from Ontario Systems. Our clients may access the information on their specific inventory via our Client Web Portal.