Using Voicemails For Your After-Hours Intake Process

We are seeing concerning trend develop recently in our mystery shopper product. More and more often, as we call facilities after hours we are getting automated answering machines. These machines take the caller through a series of steps that are quite time-consuming and confusing. In many cases, the "admissions" option is not mentioned upfront or easily. I can only imagine the frustration of someone trying to call into a facility with something extremely important, including an after hours inquiry.

Imagine if you were calling into a facility with a question about admitting a family member and you had to go through  a  lengthy process just to get a  recorded message. Most people in this situation will not go through this aggravation, many will stop the process and call the next facility on their list.

I realize automated phone systems are a convenience and save on staffing, but before using these systems you should seriously consider the frustration they create and the potential inquiries that are being lost.

Stan Magleby
www.pinnacleqi.com