We're all trying to produce better results with less resources these days. Whether the resources are time, energy or money we are always on the lookout for ways to improve.
The same holds true for telephone answering services. Leveraging new technologies and techniques can pay dividends for you with increased efficiencies and reduced costs.
You can also acknowledge receipt by simply sending a reply text. Some text messaging apps also allow you to clear the call with the press of a button. If you're in the health care space and bound by HIPAA, it is absolutely critical to use a secure text messaging app in order to encrypt the data as standard text messages are not encrypted.
You can also add multiple greetings to accommodate multiple languages as well as giving the caller the option to leave voice mail messages.
To hear an example of voice mail pre-screen in action call (866)222-6160.
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This is a nice touch from a customer service standpoint as the caller feels 'they know who I am'. It also reduces your call handle time by allowing the agent to simply confirm information rather than entering in from scratch.
A good example of it's use is to confirm that a caller has an after-hours service plan before waking up a member of your staff. It reduces costs from answering service but also can help reduce staff fatigue and overtime costs.
In addition, you can kill two birds with one stone by creating the calendar for internal use using this tool. Consider having a read-only sign in that you can share with staff that prevents accidental on-call changes by staff.
You should also see a reduction in costs from the answering service as web on-call ties directly into the agent screens.