You have plenty of choices when it comes to answering service companies. But with so many choices, the hard part is trying to find the right one for your practice. Knowing how to find the correct answering service is key to quality customer service and happy patients. After all, an answering service is an extension of your business, so you need to ensure you choose one that will proudly represent your practice. Here are some useful tips on how to choose the correct answering service for your business:
The company will have a strong telephony and IT infrastructure
When researching answering service companies, make sure that you find one that has a strong telephony and IT infrastructure. Answering services with this type of infrastructure will ensure that your client communications are handled with extra care, confidentiality and attention. A company like this will have certain processes and protocols in place to make sure that your business has the opportunity to reach and satisfy all your callers. When this happens, you’ll notice a difference in customer engagement and satisfaction.
Have 24/7 service
If your practice handles urgent or emergency calls (or even makes appointments any time of day or weekend), then you’ll need a company that offers 24/7 service. This way, they can either handle messages and make appointments, or direct emergency calls to the right person. Offering 24/7 service will only make patients more satisfied with your practice and having an answering for these calls will reduce the need to pay someone overtime. While having an after-hours answering service might seem like just a convenience, the benefits far outweigh the extra cost. Usually, customers don’t leave messages when they get a voicemail, regardless if they call during office hours or not. When this happens regularly, patients start to become unengaged and they’ll soon look to a practice that offers them live people on the other end of the call. Don’t lose out on their business and provide them with a 24/7 service once you’ve found the right answering service company to go with.
Have live operators
Always hire an answering service that has live operators who are not only professional, but also well-trained experts in their given field. You need to ask if there are supervisors and trusted site mangers who will oversee all operators. This will also ensure that all the protocols you want are correctly set up and the phone calls will be answered in a manner you wanted when you first hired them. This needs to be followed every time your patients call and a manager must be overseeing that this gets done.
When looking for the right answering service, go with us! We offer friendly and professional operators that will go the extra mile for your practice. You can choose from a variety of plans that are affordable and very reasonable!