Talking with others on the telephone requires skill, but by the same token, not all people are cut out for it. Talking on the phone is actually considered a job that people can either do well or not so well. If you run a medical facility, you likely didn’t hire any of your staff due to their phone communication, but rather how they excel in other fields that you find to be more important.
If you employ a med answering service, you won’t have to worry about your staff delivering underperforming telephone skills when communicating with patients. They can take your calls no matter if you are inside or outside the office. Answering services are incredibly lucrative in their own right, but here is what answering services do to ensure great use of the phone.
1.They Are Prepared
No professional call representative goes into a call with nothing. They typically have a script that is tailored to a specific business so that they are more equipped with giving certain customers and patients with what they need. Before a representative takes a call, they quickly gather the right script and information so that they can help the caller in the fastest time possible. It also helps that the representative know the right terminology in a certain industry that the caller should also be familiar with, so that the caller feels at ease talking to somebody that sounds knowledgeable.
2. They Give Callers A Friendly Greeting
Representatives will always greet callers in a clear, friendly tone, even if there is concern or panic going on at the other end. The tone has far more impact on a call than words ever could. “Have a nice day” won’t be as effective if said in a dull, dreary tone, which is why representatives always steer clear of sounding monotone. Their greeting are also known to be shorter than five seconds so that they can start to listen to what the caller needs or wants.
3. They Never Interrupt The Caller
With an answering service, communication between the caller and the company is supposed to be easy. The job of a call representative is to listen and take notes of what they need. Then they ensure that all their concerns are addressed during that call. A representative is never supposed to interrupt the caller and should always allow the caller to speak at any time.
4. The Ensure Callers What Will Be Done When They Hang Up
Callers want to know that they will get what they need by the end of their call. Representatives will tell the caller their inquiries will be addressed once the call is over. If callers need to book appointments with doctors, they can be handled during the call. Representatives will also ask if there are any other questions or comments that callers have before the call ends. Representatives make sure to end the call with a friendly goodbye.
5.They Follow Up With Callers Later
For callers that have had a lackluster experience, or have booked an appointment at your medical facility, call representatives will follow up with these callers to ensure that everything is fine on their end. Follow up calls are also to remind callers of upcoming appointments.