Most customers call businesses because they believe that is the quickest way to get an answer, but most customers won’t call a company again if they’ve missed their call. Simply put, businesses need to answer phone calls, and if they don’t, customers will go elsewhere. This poses a couple of specific problems for Home Health Care Businesses: 1) having knowledgeable staff who are qualified to take calls for home health care providers and 2) maintaining efficiency to meet customer needs.
Skilled nurses and trained caregivers are certainly qualified to take calls on home health care matters, and they know an emergency from a non-emergency. However, most businesses are not open around-the-clock, and emergencies tend to happen in the middle of the night or on weekends, but it’s not efficient or good for time management for an employee to take all calls.
Profits Depend on Efficiency
Home health care patients want trust their care provider, which means efficiency is of the utmost importance. Efficiency in any company means zeroing in on the task at-hand. Your care givers and staff can’t attend to client care issues if they’re constantly on the phone. Even sporadic calls take their attention away from what makes your company efficient. A call can take up to 10 minutes, and it can take an additional 15 minutes for your staff member taking these calls to redirect to the task at hand.
Customers’ impressions of your business depends on your employees and their ability to care for clients. This means your caregivers are vital to proficient customer service. It is the personal characteristics and capabilities of your caregiver workforce that determines the final experience. Your company’s success depends on your caregivers and whether they’re able to meet your customers’ needs.
Customers don’t want to talk to offshore personnel who are clueless about how to resolve their issues. Companies need someone who can take calls after hours for lead collection, to provide basic information about the company, to collect vital information from the caller and deliver this information to an appropriate staff member. Most importantly, answering services need to be able to distinguish between an emergency and non-emergency situation to properly dispatch personnel according to the customer’s individual needs.
The Right Solution
Customers also need someone who can do more than just “take a call”. It’s not feasible to keep in-house personnel to take calls on a 24-hour basis, which means the service they choose needs to provide information in a seamless manner and won’t give the impression of a third-party answering service. Home Health Care companies need an answering service that knows the immediate and non-emergency issues to properly dispatch personnel, and they need to know industry standards to provide a seamless method of taking calls.