Home care agencies need to have great relationships with their clients and their families. Trust is what will build loyalty and get your existing clients to recommend your care providers to others. The best way to build trust is to make sure that your clients can get help whenever they need it. Senior care isn’t a 9-5 business. Life happens around the clock, and so do emergencies. Your clients need to be able to get help at any hour of the day. But employing your staff around the clock can be difficult, if not impossible. Most care agencies don’t have the infrastructure or the resources to handle that kind of workload. But an after-hours answering service does.
Outsourcing your after-business hours calls to an answering service provides a cost-effective and seamless process where your clients can get help from a real person on the phone when they need it. Knowing that they can talk to a live person at any time of the day or night will give your clients peace of mind.
Some of the ways that an after-hours answering service provides great customer service to your clients are:
Accessibility and Availability
One of the ways that an after-hours answering service provides better customer service is round-the-clock accessibility to clients. Whether it’s late at night, on weekends, or during holidays, clients can talk to a real person for help with everything from staffing to emergencies. This constant availability shows your agency’s commitment to being there for clients.
Immediate Response
In emergencies or urgent situations, clients are scared and often emotional. They don’t know what to do and need reassurance from a person who can help. An after-hours answering service means that clients can reach a real person who can assess the situation, provide guidance, and call for appropriate assistance if necessary. This rapid response capability can be lifesaving in critical situations, and it shows clients they can count on your agency 24/7.
Professional and Compassionate Support
Trained customer service representatives at an after-hours answering service deliver professional and compassionate support to clients, even during challenging or stressful circumstances.
Whether clients are facing medical emergencies, caregiver issues, or simply need someone to talk to, operators offer empathetic listening, clear communication, and helpful guidance to address their concerns effectively. This personalized approach to customer service creates a positive experience for clients and strengthens their relationship with the care agency.
Appointment Scheduling and Service Requests
Clients may have questions, service requests, or appointment scheduling needs outside of regular business hours. An after-hours answering service can handle these inquiries efficiently, ensuring that clients receive prompt assistance and resolution to their concerns.
Operators can access the agency’s scheduling system, book appointments, update client records, and provide relevant information to meet clients’ needs effectively, even when the agency’s office is closed.
Consistent Communication and Follow-Up
An after-hours answering service ensures consistent communication with clients, even outside of regular business hours. Operators can relay messages, update client records, and follow up on inquiries or requests as needed, ensuring that no issue falls through the cracks. This proactive approach to communication demonstrates the agency’s commitment to responsiveness and accountability, fostering trust and loyalty among clients.
Customized Call Handling Protocols
An after-hours answering service can customize call-handling protocols based on the care agency’s preferences and priorities. Whether it’s triaging calls, escalating emergencies, or providing specific instructions for different scenarios, operators follow established protocols to ensure efficient and effective call management. This tailored approach ensures that clients receive the appropriate level of support and assistance based on their unique needs and situations.
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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