Answering Services, Business, Customer Service, Marketing

Call Confirmation Made Easy

September 10th, 2015 BY GEORGE OTTE

Call confirmation is the key to taking telephone calls and messages. Any high-end virtual receptionist, call center or answering service is equipped with a spelling alphabet. Every representative has this list located at their desk and is familiar with it. Spelling alphabets may seem silly, but in fact they are a vital part of making call confirmation easy. When a client or customer calls in, the agent representing your establishment needs to make sure that they are listening attentively, as well as providing information that is easily understood by the client. For example, a client calls into your medical answering service. They are hard of hearing and they are asking for the date, time and directions for their appointment. If at any time there is a miscommunication and the agent never uses call confirmation, or their spelling alphabet, the medical practice could have a serious mix up. The perfect way of utilizing a spelling alphabet, (a list of words that are used to clarify letters) is by generating a list with unique words known and used by your faculty and regular callers. This is a list of common words to your region and audience. Creating a spelling alphabet for call confirmation can be fun and exciting. You will want to have words with distinguishing sounds to separate similar-sounding letters. If you would like an example, you may be similar with the International Civil Aviation Organization (ICAO) alphabet. This is used by military, as well as police radio communication. So take for example, you have “A” for Alpha, “B” for Bravo, “C” as in Charlie and so on. We have provided a copy of the ICAO spelling alphabet so that you can use it as a reference.

By using this spelling alphabet, or by creating your own, you can have top-of-the-line call confirmation. Ask Talk to your answering services representative today to see if you’re using a suited spelling alphabet for your practice. This will elevate your communication and provide excellent customer service!

George Otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

READ OTHER RELATED ARTICLES

INSIGHTS FROM SATISFIED CLIENTS

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

Vann Hamby

Hamby Roof Repair

They’ve been taking care of all my business calls for nearly 2 years. While no company can claim perfection in its business practices, Responsive Answering Service is great about correcting issue as they may arise. They are essential to the operations of my business. Customerfor life
Debra Black

Dr. David Markle Office

We have used Responsive Answering Service for years and love the service we get. The staff is always so helpful and accommodating. You will not be disappointed.
Cindy Perry

Marietta Dermatology

Our office was using this answering service when I started in 2003. Always very polite and professional. I am now the manager that oversees and providers call schedule, so I work closely with the answering service. Kerry and Joe came to my office on a few occasions to see how things can improve. They listened to our concerns and came up with a plan. What’s important is that Kerry has followed up with me to make sure things continue to run smoothly.
Vickie Broadfoot

Clairmont Pediatrics

We have used Responsive Answering Service for many – many years and have always been very happy with their service – they are very kind and considerate with our patients and we have never had any complaints.
Jenifer Ashner

Compliance and Quality Director Chartwell Home Infusion and Specialty Pharmacy

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service. Their representative, Deb Goff, met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. Deb took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with. The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.
Melanie M.

Senior Practice Manager – Orthopedics Tri-Rivers Musculoskeletal

We have used Responsive Answering Service for many – many years and have always been very happy with their service – they are very kind and considerate with our patients and we have never had any complaints.

Get in touch

We prioritize your needs and are always ready to help. Whether you have questions, require support, or want to share feedback, our dedicated team is here for you.

Name *

Email *

Phone *


Address *

City *

Resume

Cover Letter *