Call recording is used to train and coach new receptionists, nurses and practice managers. Plus, your team have the ability to retrospectively record the entire call, should they feel the need.

Call queuing allows patient’s calls to be queued at network level before they are delivered to a handset at the practice. Comfort messages can be played too, which will give patients reassurance that their call will be answered soon and provide information such as opening hours.

Integration with industry-specific CRMs can keep a record of call history and interactions with patients, as well as screen-pops on inbound calls to create a sense of customer service and care when answering calls. 

PC soft client presence and chat can be used to communicate amongst the team in order to help meet patient confidentiality. 

Sophisticated statistical analysis of inbound/ outbound calls can help identify the busiest periods to help plan for staff scheduling.

Disaster recovery plan such as failing over to another number (mobile, other practice) ensures no calls are missed 

Auto attendant greets the caller, for example with a message saying that their call will be answered and ensures they are not left listening to a ring tone. It helps cut down the amount of time patients spend waiting in queues, as patient’s enquiries for opening hours and other information can be answered.

Receptionist console helps reduce the time it takes for a call to come in and be transferred to the necessary department or individual. The ability to re-order the queue is important, as some calls may need to be dealt with quicker than others in case of emergency. ‘Presence’ allows the receptionist to check who is available before transferring the call.