Callers Hate to Hold: Solutions to Manage Hold-Time

When existing and prospective clients call your veterinary hospital, 70% of calls will get placed on hold. Your front-desk team needs to treat the hold button with respect and efficiently manage multiple callers. What you’ll learn:

• Rules for when and how to place callers on hold
• What to say when you must initially place a caller on hold
• Techniques to juggle multiple incoming calls
• Give callers an option to hold or receive a call back
• How to get backup support when you get a tsunami of calls
• How to properly connect calls
• Use texting services and direct-dial lines to lessen front-desk volume
• Relocate your phone receptionist
• Schedule callback times for the medical team
• What callers should hear while holding

BONUS: Facilitator's guide to help your team set goals from the training

This CE course for your entire team includes:

• Unlimited playback of recorded webinar
• Handout
• Online test
• 1 hour of CE credit
• CE certificate

For delivery details, see our Terms and Conditions.