Fast, Simple, Error-free, Inexpensive, No On-Hold FOR CALLER
“The simplest solution is inevitably the best solution”
-William of Occam
| 1. | The caller is not put on hold.* Centratel’s answering service agent takes the name, number, and brief message. The conversation takes less than a minute. Your caller appreciates this… |
| 2. | The agent immediately texts the message to your on-call person (or simultaneously delivers it to multiple people) |
| 3. | Your on-call retains control and decides when to call the caller back |
| 4. | Fast: the conversation with the caller typically takes 30-40 seconds. |
| 5. | Inexpensive. For you, Centratel’s call-processing charges reflect the short-term duration of the call. |
How it works in more detail: Your customer reaches our answering service agent. The agent takes the name, number, and a brief message. The call ends with the agent cheerfully reassuring the caller, “Our on-call (tech, nurse, doctor, etc) is on another call right now, but I will ask him (or her…) to get back to you as soon as he/she is finished.” The interaction is professional but brief and ends with the agent telling the caller “if you haven’t heard back from our on-call within 20 minutes,** please call me back!” Then, our agent immediately texts the message to your on-call, while the caller is waiting “by the phone” for the return call.
Note! In talking with our agent, the caller is never put on hold.
The caller is on and off the call quickly. (The caller is busy, too!) And this is key: your on-call individual stays in control, not being interrupted by our agent who is holding the caller on the line. Your on-call gets the message and decides when to make the call-back, either immediately or when they are in a better position to do so.
Every detail of the transaction is emailed to your office for your review.
* caller is not put on hold once the call is answered
** or 15, 20, or 30 minutes, etc. Your choice.
