In our last article we introduced you to the concept of customized call routing. Whether you have a real person answering every call (who kindly sends your customers to the right person quickly) or you have so many incoming calls that you cannot afford to pay enough receptionists to answer every single call, the customer experience and ease of connection says a lot about your customer service philosophy.[Tweet “You simply cannot afford to pay enough receptionists to answer every single call”]
One of our employees experienced a perfect example of this type of scenario last week during a visit to a spine clinic for back problems:
Upon seeing his doctor and getting multiple prescriptions to help his back heal and to manage the pain, he was given specific instructions about how and when to take the medications and in which order.
However, once he got home, he couldn’t remember in which order to take them. Since there were more than one, the instructions on the prescription bottles did not give enough information about combining them.
Fortunately, the clinic, which has multiple office locations in this town, has customized call routing set up with their telephone system. This is very helpful in a multi-location, multi-provider practice, as doctors move around from one office to the other and so do their staff. The office doesn’t want to make it their patients’ problem by expecting them to call different numbers to find their provider.
The clinic had an auto-attendant set up to answer and route calls based on need, regardless of the physical location of the staff at that time.
In this case, the employee had to call immediately to find out how to take his prescriptions. He was in pain and needed to quickly get to the right destination. And he needed to reach someone without holding for a busy receptionist, tracking down which number to call for which location, or leaving a message in a general voicemail.
Thanks to the clinic’s customized call routing, he reached his doctor’s staff quickly, took the (correct) medication right away, and is back at work and feeling much better.
How’s that for customer satisfaction?