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Inbound call handling guide launched for care professionals

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A free guide has been launched to help care professionals improve their approach to inbound call handling.

Moneypenny, the leading outsourced communications provider which handles 50,000 interactions for UK care providers each year, has compiled the eight-step guide to help care providers review inbound call handling practices and find ways to improve efficiencies and reputation.

Stephanie Vaughan-Jones, head of the health and care sector at Moneypenny said: “Lots of care providers view answering the phone as something that just happens, rather than an important communications activity that requires a strategy of its own.

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“This guide is intended to help domiciliary providers as well as nursing and care homes think more closely about the caller journey and how the quality of call handling can impact their ability to attract customers and project a professional and caring image. It’s also super important when trying to recruit new staff – a challenge the care industry is really grappling with right now. If phones are ringing out or not being answered quickly enough, care providers could lose out on interested new recruits and the best talent.”

The guide’s contents address why effective inbound call management matters, the importance of goal setting and benchmarks and the eight strategic steps to devising a call management strategy.

Vaughan-Jones added: “We know first-hand that many care providers find call handling difficult. Often, they don’t have adequate resource and so care givers are expected to chip in with answering ringing phones. This just isn’t effective use of their time, particularly for a sector which is already understaffed.”

The guide is available to download for free here.

Tags : call handlingguidemoneypenny
Sarah Clarke

The author Sarah Clarke