If you have been reading along, this is the third installment of a blog series we have published regarding the patient experience at your practice and the role that customer service training plays. Here’s where we left off: the customer service audit was recently performed and it’s provided you and your trainers with the status of your representative’s phone skills. This now leads to the call-scripting phase. Developing scripts for your call center is a great way to formally communicate how you would like phone calls and inquiries to be handled at your practice.

When compiling your scripts, your customer service training team should be on hand to assist you for content development. They may have general terms and phrases to contribute. However, most of your content will need to be put together by you and your management team.

A good place to start when penning the scripts is to distinguish between incoming and outgoing calls. The structure and tone of an incoming call differ greatly from that of an outbound call. When your representatives field an inbound call, they have no expectations of what the caller might need. This can make scripting difficult and problematic. Limit scripting to greetings, general call structure (such as confirming appointment information at the end of the call) and the farewell.

Outbound calls, however, can be easily scripted and practiced beforehand as the receptionist will know ahead of time what the call is regarding. Therefore, he/she can run through the call content quickly before dialing. (Be sure to also include scripting for leaving voicemails!)

With scripts in place, practice makes perfect. Although role-playing with staff can seem uncomfortable, it is important that your representatives have the opportunity to practice their scripts prior to an actual call. If they have their phrasing and call structure memorized, it will reduce the likelihood of them sounding uninformed or giving misinformation. Having said that, scripts should be written more like guidelines than line-by-line recitations. Otherwise, your representatives can seem mechanical. Consider writing and practicing, “If the caller says _____, respond to them by saying ______.” Make sure to write out and go through multiple scenarios with them.

However, do not attempt to provide answers for every scenario. Trust your representatives to use their best judgment. You recruited and trained them so you should have enough confidence to allow for free conversation. This also reduces the chance for your office to sound like a big call center with robot-like representatives.

To further ensure that your practice sounds personal instead of robotic, read the scripts out loud for flow. They should sound natural, not forced. Ask yourself, Are there too many acronyms? Do we have any jargon that could be eliminated? If you want to take it a step further, consider personalizing scripts for each of the representatives, allowing them to integrate words that sound most comfortable to them. However, make sure you have the final review. This collaboration will also strengthen the buy-in from your employees and give them a greater sense of value within your practice.

With scripts solidified, create a supplemental cheat sheet for quick reference of all of the office locations, hours, physicians’ names and titles as well as their specialties and the hospitals they have privileges in. This will allow your staff to be able to stick to the script without tripping up or memorizing a lot of detailed information.
Now that you have created the tools your staff needs, prior to execution, they need to be trained in the following:

  • Quick-reference details
  • Phrasing to introduce your practice
  • Correct word choices when describing complex procedures
  • Language skills to keep the interactions positive

While it doesn’t seem like much, there are many nuances that should be spelled out and practiced to ensure that messaging and tone are consistent with every representative across every shift change.

The implementation of a call script is a big step for your practice. As such, your customer service training team should be on hand to ease the transition. If you are still shopping around, be sure to choose a company who not only facilitates your training but also promises to advise and consult you through the entirety of the program. For more information on comprehensive customer service training programs, contact Points Group today.

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

partners
facebook marketing partner
google partner
shopify logo
hubspot partner program

Home Office

Phone

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.

PERSONAL IDENTIFICATION INFORMATION

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

NON-PERSONAL IDENTIFICATION INFORMATION

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

WEB BROWSER COOKIES

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

HOW WE USE COLLECTED INFORMATION

Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

HOW WE PROTECT YOUR INFORMATION

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

SHARING YOUR PERSONAL INFORMATION

We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

THIRD PARTY WEBSITES

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

CHANGES TO THIS PRIVACY POLICY

Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

YOUR ACCEPTANCE OF THESE TERMS

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

CONTACTING US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC

https://www.pointsgroup1.10web.me

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014