Every home care owner or manager must focus on customer satisfaction. If your clients are unhappy, you’re going to lose business. If a new client has urgent concerns, are you forcing them to wait until morning? Change your system and hire an after-hours answering service.
Maintain a Professional Image
A home care agency needs to maintain a professional image. Clients are already trusting a stranger with their parent’s care, and an unprofessional agency may lose their trust. If you’re frequently not answering your phone, failing to reschedule caregivers on time, or forgetting to return calls that came in overnight, you’re not going to appear to be professional. You lose business.
You No Longer Miss Calls Having an After-Hours Answering Service
Suppose you have a client who uses your caregivers for their mom. After hours, their mom falls and is in the hospital. A caregiver is scheduled to arrive first thing in the morning before your office officially opens. They need to cancel that caregiver visit.
When you have after-hours answering service professionals in place, you don’t miss these important calls. They can reschedule services in an emergency and ensure you’re not wasting a caregiver’s time.
Customers Are Happier
Stop and think about your pain points when dealing with other companies. You get home from work at 5:30 and need to talk to someone about a bill you received in the mail, but no one is there. All you can do is leave a message for tomorrow, but you end up playing phone tag, which is frustrating.
When you have someone answering phones 24/7, your clients know they can reach your office and get answers or reschedule home care services outside of normal hours. They’re happier, which means they’re more likely to stay with your service.
Improve Your Business
In addition to having happy customers, they’re going to spread the word to their friends and acquaintances. When they’re happy and telling others, it helps improve your business. Higher ratings are going to attract new clients.
Increase Efficiency
When you have advisors answering phones all night, your office is more efficient. You’re no longer coming to the office to deal with an inbox packed with messages that require you to call the person back. In some cases, it could be too late to help them.
You’re now free to focus on the day’s work tasks and not play catch-up from the night before. Your office staff is more efficient, which reduces stress.
Save Money with an After-Hours Answering Service
Think about how much you’d spend if you hired a couple of employees to work a night shift. In addition to the employment benefits and wages, you also have the utilities required to keep the office warm or cold enough and the power to run computers and lights. It adds up. An after-hours answering service is a fraction of that cost.
Don’t ignore your clientele’s after-hour questions or concerns. Arrange an after-hours answering service to take calls throughout the evening. It eases frustration and assures your clients that you’re always there and listening.
If you are considering hiring an After-Hours Answering Service that is dedicated to the senior care market, contact 24/7 Coastal Contact today at (251) 260-0226.
Let us show you how and why we are different from any other service you may have tried in the past. Our team approach is the standard that sets us apart from the rest.
Prior to establishing 24/7 Coastal Contact, Ms. King worked for 30 years in the health care industry. Her experience began providing direct patient care. Eventually, she transitioned into home care and home infusion, then acquired her HCS-D certification as a Home Health specialty coder where she learned about the administrative burden facing Home Health and Home Care providers.
It became clear that after-hours customer service was a major toll home care industry and it was with this need in mind that 24/7 Coastal Contact was founded. In the three years since its start, 24/7 Coastal Contact has grown explosively. Now, we provide service to over 40 agencies in over 24 states with a 95% retention of service rate.
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