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When you first decide that you’d like to hire a call center for your practice, there’s one basic decision that you need to make before you begin searching for the right service. Do you want a Live Answering Service , or an automated answering service? Each has its own benefits.

A live answering service will connect a customer with an actual representative instead of a recording if they call after hours, at a time when you’re away from the office, or if all of the lines in the office are already busy, depending upon how you set up your service. These live representatives can give patients as much or as little information as you tell them to whenever a patient is speaking with them. For example, if you decide to go away for a short time on vacation the representative can let your patient know that you’ll be away and for how long. This way, your patient doesn’t keep calling and getting the same recording over and over. Even if this recording contains all of the information that the patient may need, it can still be frustrating to not get to talk to a live person. It can be much easier to take in information when you have an actual person relaying it to you, and they can explain what it means if the patient doesn’t quite understand.

An automated answering service is a recording which will pick up during set hours of the day, when all lines are busy, or when nobody is available in the office. These can range from a simple recording which relays information you’ve chosen and links to a voicemail system at the end, or an interactive voice response unit. Interactive voice response units will allow the caller to make selections from a menu by speaking into the phone or using their keypad. These can give callers access to far more options than they would get if they were connected to a basic automated answering service.

Once you’ve decided if you’d rather have a live answering service or an automated telephone answering service, you can begin to search for the company that best meets the needs of your office. There are a large number of choices that come with each of these options, so you may wish to look at several different answering services to see what choices are available before settling on the one that’s right for you.

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