Telephone answering services like to talk about quality service, but for too many of them quality doesn’t move from words to reality. Yet quality service doesn’t happen by accident. It requires intentionality. Here are some steps that the best medical answering services take to provide quality service:
A key step in the effort to provide quality service is to review phone calls. If you ever heard an announcement that “your call may be recorded for quality purposes” then you have a hint at what might happen.
Assuming the recording takes place, someone may listen to that call and scrutinize it. They want to make sure the agent adhered to the answering service’s quality standards and the client’s call-handling protocols. They’ll also look at how the call was handled, if the agent met the caller’s needs, and if any errors occurred. This is a quality assurance program at work.
Armed with this knowledge, the quality assurance manager provides feedback to the agent, offering praise for a job done well and, if needed, any recommendations for improvement. When done on a regular basis, this periodic review of calls helps keep agents focused on delivering quality work and meeting the highest standards.
This is one way that leading medical answering services provide quality service.
Beyond the initial training that all answering services offer to one degree or another, leading medical answering services provide advance training to their staff. Sometimes this training focuses on specific agents to help them bolster a specialized skill. Other times this advance training is for the entire staff to help keep them on the leading edge of customer service paradigms and caller expectations.
The result of this advance training is superior service and excellent outcomes. It’s one more step they take to provide quality service.
A final effort to provide quality service is testing staff. This is in addition to the quality assurance program that’s already in place. The topics covered in testing varies. It could be to address advanced customer service skills, cover the best call handling processes, or review specific instructions for a client or group of clients. Regardless, periodic staff testing is essential for answering services to provide quality service.
A medical answering service that wants to provide quality service takes intentional steps to make it happen. Their quality assurance program regularly reviews calls for all agents, providing affirmation and correction, if needed. They also provide advanced training to help their staff be the best in the industry. And they regularly test their employees to help keep them sharp.
The outcome of these efforts is a medical answering service that provides the best results in the industry.
Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.