Hospital call centers or PBX switchboards are “virtual lobbies” for healthcare facilities and organizations. As the saying goes, “you never get a second chance to make a first impression.” There is a right and wrong way to handle incoming calls from prospective patient customers. The five best call handling tips to make a great first impression include:
1.) Have incoming calls answered by a real person in a timely manner.
2.) Give the person handling the call immediate access to information needed to deal with the caller’s needs. All information should be in front of the operator on a single PC screen.
3.) Keep transfers to a minimum (one transfer should be the maximum)
4.) Make sure that the call handler is trained, kind, knowledgeable, patient and helpful
5.) Provide follow-up information and actions. Doctor and nurse call backs and automated appointment reminders help keep your patient customers informed.
These actions may seem simple but difficult to achieve based on outdated call center technology and long standing archaic processes that include the use of paper binders, multiple database access and “stick on” notes.
The hospital call center blog http://www.hospitalcallcenter.blogspot.com is managed by 1Call, a Division of AMTELCO. For more information on improving your virtual lobby contact 1call at 800-356-9148, www.1call.com or info@1call.com.
