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How Long Do Your Callers Really Wait on Hold? - MedConnectUSA - ContactCenterWorld.com Blog

How Long Do Your Callers Really Wait on Hold?

When we call someone, we want them to answer our call quickly. Many medical answering services focus on this basic desire. They assert that they answer all calls fast. They might claim to answer within one ring or maybe two. Or they may state that they answer every call within a certain number of seconds.

Though this sounds impressive, there's a downside to this. To answer every call fast, there's a trade-off. That trade-off is being stuck on hold. At these "answer immediately" services, how long are patients on hold? As it turns out, it may be quite a long time.

A related question is how many times are they put on hold? Most people tolerate being placed on hold once, but what about two, three, or four or more times? Being asked to hold repeatedly will irritate even the most patient of people. But long hold times or repeated holds are the side effects of answering services that try to answer all calls as fast as possible.

It turns out there's a right way and a wrong way to handle calls. 

The Wrong Way to Handle Calls

To answer calls fast, many answering services make a practice of answering a call immediately and then placing the caller on hold. That way they can answer the next call fast, too. This continues until all the calls are answered and placed on hold. Then they turn their attention to all those callers waiting on hold. Is this fair? Is it right? Most people say "no," but that's what you must put up with when your answering service answers every call as soon as possible.

Then, to make the situation even worse, once they take you off hold and begin talking to you, they'll put you on hold again to answer another new call. Then they'll put that new caller on hold. Then they come back to you and try to pick up where they left off. Of course, each transition takes time and introduces a delay as they try to remember what you told them and what they need to do.

Here's a related example. Say it's time to check out at the grocery store. You head to the checkout line and wait for your turn. That's both efficient and fair, right? Now let's turn this on its head.

What would happen if a cashier tried to ring up purchases for three customers at the same time? She would ring up one item from the first customer, then an item from the second customer, and then a couple items from the third one. Then she goes back and rings up two more items for the first customer, before diverting her attention back to the second customer.

Nonsense, you say! And you're correct. But this is precisely what these answer-quick answering services are doing with their answer-fast-and-hold strategy. It's inefficient, it's disrespectful, and it's not fair.

As a result, patients and callers suffer. Don't use an answering service that makes your callers suffer. 

The Right Way to Handle Calls

Fortunately, not all medical answering services process calls in this nonsensical, bizarre way. An enlightened approach is to take one call at a time. This means that patients hold once until the next available person is available. Once they answer a patient's call, there's no need to put them on hold again. They stay with that patient and give them their complete focus until they finish the call.

Not only is this respectful and fair to patients, this is also the most efficient way to handle calls. And efficiency is important because it reduces overall wait times for callers and speeds patients to completing their calls as quickly as possible. This approach minimizes errors and caller frustrations.

Answering one call at a time is the right way to handle calls. 

Conclusion

 If you want a medical answering service that has your patients' best interest in mind, don't go with one that answers every call quickly. Instead select one that handles one call at a time. This is the best way to serve your patients and show them the respect they deserve.

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.

Source: http://medconnectusa.com/blog/how-long-do-your-callers-really-wait-on-hold-1

Publish Date: May 25, 2018 5:00 AM


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Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
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Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
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PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
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PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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