Healthcare is a competitive field, and patient loyalty is harder to earn than ever today. Patients are aware they have many choices to go elsewhere if they’re not getting the care and attention they deserve. With every interaction, from calling a medical provider to make an appointment to coming in for treatment, patients are evaluating…
How many times have you called a business and have been put on hold, left listening to cheesy music with an intermittent reminder along the lines of, “Thank you for your patience. Your call is very important to us and will be answered by the next available operator.” We’ve all been there. And for most…
The last thing anyone wants to hear when they call a healthcare provider’s office with an urgent medical question is “please hold.” However, due to the inherently busy nature of medical practices that’s all too often what callers do hear, regardless of the size and nature of the practice. Solo practitioners struggle to keep up…
Several years ago a college administrator turned to Voice Link of Columbus, Inc., because the administrative staff was failing to keep up with calls within a reasonable timeframe. In fact, the average hold time for callers had reached 45 minutes! While the administrative staff knew this was unacceptable, it’s also understandable how calls were getting…
This time of the year has college administrators hopping. Countless applications are being processed and acceptance or rejection letters are being sent to expectant high school freshmen. Phone lines are flooded with expectant students or their parents who are calling to ask questions or check on their application status. The administrative teams are often overwhelmed…
Most all of us have had the experience of needing to call a utility company about a service issue or interruption. At that point, most of us have also found that we’re unable to reach a live agent right away or that we’re put on hold for long periods of time. This is particularly the…