First impressions happen fast. In about four seconds, to be exact. That’s how much time it takes for a caller to shape an opinion of your medical practice. And yet, I’m stunned to realize just how few organizations have quality checks on the phones.
Our firm is often called upon to do mystery shopping calls for medical practices, hospital switchboards, and call centers. Some of the things that we hear range from annoying to downright rude. The thing that surprises me most, is the fact that very few medical practice mangers actually listen in on calls.
We teach phone skills for hospitals and medical practices. The front line attendees learn important skills for managing calls courteously and efficiently even when faced with difficult callers. But the most rewarding part of the training sessions is the segment designed for the managers. In this segment, managers learn techniques for monitoring quality of phone encounters. Since nearly every appointment is preceded by a phone call, doesn’t it make sense that there would be a monitoring system in place?
Mystery shopping provides ongoing data collection on how well calls are managed from the customers’ perspective, but manager observation can be invaluable for quality improvement. Make sure to have a process in place. If you need support in setting this up, call us.