Where Do We Add Value?
We set up and change appointments at any time, day or night. Your customers will love how responsive and available your practice will be. We adapt to whatever software systems you are already using, making integration quick and easy.
When a rush of calls come in, we automatically jump in and respond to the callers. Rather than putting clients on hold, they will receive fast and effective service, allowing your team to stay focused on providing the best service possible.
Emergencies require ready and alert people to act. We establish and update on-call lists and escalation protocols to ensure that whatever happens, the right person is being notified as soon as possible.
A general practitioner was looking for a way to reduce the voicemails her and her team were confronting every morning. Her customers were complaining about how difficult it was to get a hold of someone at the office. It was becoming quite obvious something needed to be done to address the problem.
The Set Up
After contacting Select, we discussed the specific needs of their practice. Using our account building process, we identified the common (and not so common) issues that clients call in with and the appropriate responses. We established a directory of the people in the office. We set up access to their existing scheduling and client management software, and performed a test to make sure the system worked properly.
Within a few days, we were ready to go live. Select’s agents were all trained on the specific needs of the account and were actively learning the best way to handle the new calls. Select’s supervisors watched the account closely to ensure every aspect of the account was being handled appropriately and we were aligned with the needs and wants of our new customer.
The Problem Solved
Within a few days, the new service was already making an impact. Clients of the practice were commenting on what an improvement it had made in the service quality. The practices receptionist was able to stay focused on the face to face interactions with the customers, improving the customer experience and even reducing the wait times.
The doctor often comments on how much she enjoys the service. We take pride in being able to make her, her team, and her customers lives a little better.