Employees of an addiction treatment call center have to do more than simply close the sale. These employees are often a prospective patient’s first impression of your business, and they need to be able to demonstrate patience and empathy as they answer the caller’s questions and provide vital information. There may be intense emotions on the other end of the line, so call center staff need to be able to perform under pressure and provide the comforting voice the caller might need at that moment.
At the same time, while business development staff drives business, call center staff must “close the deal.” The entire experience a prospective patient or family member has with your call center not only brings clients to your door, but also has the potential to generate additional word-of-mouth referrals. Ultimately, the call center staff are responsible for landing the client, so sales experience is essential for this position as well. It isn’t always easy to find applicants with such a diverse background and range of experience without plenty of effort from you and your organization.
Keeping the Momentum
Once your team is in place, it is important to sustain the momentum in order to maintain a top quality team. Ongoing training not only helps your staff improve their skills, but it also gives them the incentive to bring their best work to the phones every day. Training is an opportunity to address potential issues as they arise, and hone the skills necessary to build your patient base and your employee morale. Investing in your staff is essential if you want to ensure the best representation of your business.
Call center quality is also about tracking and scoring calls to see what is working and what needs improvement. While this is another time-consuming process, it is essential to ensure that your prospective patients are being treated well on a consistent basis. There are different metrics that can be used for this purpose, which allows you to tailor your tracking to the specific needs of your organization.
The Outsourcing Solution
Maintaining a high quality call center takes time and effort – often two features you might find you are short of by the end of the day. Outsourcing your training to a seasoned professional team like the one at C4 Consulting can raise your call center to the next level without overtaxing you and the rest of your staff. C4 Consulting helps provide effective call center and business development training, designed to root the process in excellence. Your trained staff will learn to field intake calls from a position of knowledge, effective problem-solving, and empathy for the family.
Ensure that your call center is a compassionate yet productive part of your sales process by providing the training necessary to truly shine. C4 Consulting is ready to support you in your call center training, as well as other aspects of launching and operating your organization. To learn more about our services, contact C4 Consulting today at 866.329.7170!