How an answering service is able to deliver a message to the client as quickly as possible.
Taking and delivering a message is at the core of the call center’s responsibility. It’s 101; the most basic function of an answering service. And though there have been many advancements in what a call center is capable of with modern technology (such as live chat, order processing, virtual receptionist functions, help desk, etc.), processing a message continues to be one of, if not the, most important function of any call center.
An answering service follows a standardized process to take and deliver messages efficiently. Here’s the path that a typical message takes:
- When a caller reaches the answering service, they are greeted with a pre-recorded message or by a live operator. The operator then takes the caller’s basic information (Name, DOB, phone number, reason for the call). These items are customizable to the client’s needs.
- After taking down the information, the operator may read it back to the caller for confirmation to ensure accuracy. Once confirmed, the message is considered ready for delivery.
- Occasionally, a call center will have dedicated dispatchers who will review the message to double check spellings and correct information for accuracy. Once approved, the message is then delivered to the intended recipient through the preferred method.
- The answering service should have methods to confirm the receipt of a message. Two-way text message delivery is one way for the recipient to confirm they received the message. If no confirmation is received in the allotted time, the service may send a second notification, or follow an escalation to another contact listed on the on-call for the client. The service should be willing to be relentless with delivering the message until it has been confirmed by the client.
- In some cases, the answering service may follow up with the recipient to ensure that the message was received and acted upon appropriately. This step helps to ensure that important messages are not overlooked or lost in communication.
What Methods Can be Used to Deliver a Message?
“Back in my day…” Messages were once delivered using paper and pen, phone calls, and even fax machines. Today, with advancements in technology, there are many other ways to communicate a message to the client:
- Email: Messages can be delivered via email to one or multiple email addresses specified by the client. This method is convenient for many businesses as it allows for easy archiving and forwarding of messages.
- Text Message (SMS): Messages can be sent as text messages to mobile phones. This method is suitable for urgent messages or for recipients who prefer to receive notifications on their phones.
- Phone Call: An operator from the answering service can place a call to the recipient and relay the message verbally. This method ensures direct communication and allows for immediate clarification if needed.
- Fax: Some businesses still prefer to receive messages via fax, especially in industries such as healthcare and legal services where document confidentiality is crucial.
- Pager: In certain industries like healthcare, messages can be sent to pagers carried by medical professionals, ensuring they receive critical information promptly no matter where they are. Hospitals use radiology equipment and other machines that may disrupt cell phone signals, which is why pagers are sometimes more effective when a provider is making rounds.
- Voicemail: Messages can be delivered directly to the recipient’s voicemail box, where they can retrieve and listen to the message at their convenience.
- Mobile App Notification: Some answering services offer mobile apps that allow clients to receive notifications and access messages on their smartphones or tablets. It’s important that these apps use encryption to protect sensitive data like patient health information or credit card numbers. Some services like miSecureMessages or Halo Communications (formerly Doc Halo) provide encrypted messaging applications that more technologically advanced call centers can easily integrate with.
- Secure Online Portal: Messages can be accessed through a secure online portal provided by the answering service. Clients can log in to view and manage messages as needed. It’s important that these portals also store call recordings in case a call needs to be reviewed by the client at a later date.
- Integration with Client Systems: For businesses using specific CRM (Customer Relationship Management) or ticketing systems, messages can be integrated directly into these systems for seamless management and tracking.
By offering a range of delivery methods, answering services can accommodate the diverse needs and preferences of their clients while ensuring efficient communication and message delivery.
