The super call agent that answers multiple calls at once
Neil Kokemuller November 5th, 2008
Finding a reliable, consistent, accurate, and cost-effective receptionist is challenging these days. Medical providers need someone they can trust to answer the phones and deal with patients in a friendly, courteous, but prompt manner. For years, providers had no option. They simply had to manage a live agent and take the good and the bad that comes with human resources. Today, technology has given practices a new low-cost option for a medical answering service. A virtual answering service, though not as personable as a human, is precise, accurate, and does not struggle with the same emotional human issues that the live agent struggles with.
In today’s competitive healthcare environment, medical practices have to consider the same business operational issues that face other companies. Customer satisfaction and retention are necessary today. Maintaining relationships with existing patients can make or break some medical providers. It has long been thought a personalized service delivered by a live agent is the best customer service alternative. The truth is that is the case. Unfortunately, even the best live receptionist has emotional ups and downs, gets tired, is forgetful, and is overwhelmed when faced with a constant barrage of patients, phone calls and insurance paperwork. The virtual answering service is not bound buy emotional and physical limitations faced by people. The call answering service is consistent, focused, and efficient in responding to appointment and emergency calls.
Another great strength of the virtual answering service is that a best in class model can do what a human cannot – handle multiple phone calls at once. A live agent may take several minutes to respond to a call, set an appointment, offer services, or pass along the caller to an emergency contact. A virtual answering service can handle multiple calls at once, set appointments quickly, and immediately transfer emergency callers to the appropriate provider. This is a not only tremendous for business efficiency, but is actually a major strength in the new trend in customer service. Callers now expect a quick and convenient experience as an alternative to being left on hold, getting a busy signal, or being ignored. The virtual answering service is responsive, efficient, and consistent in its performance, day or night.
Want more value from the virtual call answering service? Whereas a live agent comes with labor costs, benefits, wasted time, and emotional and mental hassles, a virtual answering service comes with a moderate one time cost. The best in class medical answering service requires little to no ongoing maintenance. It works tirelessly and endlessly to perform based on the programming and standards set in place by the medical practice. The virtual agent also comes with many other added value features. Many medical providers are required to offer a 24/7 medical answering service. Small to medium sized practices cannot bear the cost of a live agent for after hours work. The after-hours answering service is a more feasible way to meet this demand. Low cost, great service and no complaints make the virtual answering service a great bargain.
- Medical Answering Service
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