Pharmacies handle a great deal of sensitive personal information. Not only do they fill people’s medication that they are in need of, they are also privy to knowledge of people’s ailments, all of their medical, insurance, personal information, and more. Most people see pharmacies as one of the most trusted community businesses because pharmacists help people when they are in need of medications that range from minor to life saving. They know that they are able to trust their pharmacists.
So, when it comes to customer service calls, outsourcing may be a scary idea for many pharmacy owners. However, it can actually benefit the business in many ways, and be done in a secure and confidential manner.
As a customer, it can be very frustrating to call your pharmacy, especially if they are known to have long hold times or that your call will be unanswered. This causes a negative customer service experience for customers, especially given that pharmacy calls can be vitally important to their health. Your business likely misses calls every day due to high call volumes and after-hours calls. In other businesses, missed calls are missed business opportunities, which is true of pharmacies, as well. One of the most beneficial aspects of outsourcing customer service calls is that they can help with answering calls during high call volume times, and they can answer calls after hours, creating less work for pharmacy employees and leaving your customers happy knowing that they are able to fill their prescriptions in a timely manner.
For the most part, pharmacists do not end up answering the phones and have assistants or clerks to do so. Today, customers often do not even interact with the pharmacist, coming in contact with assistants or clerks instead unless it is necessary that the pharmacist speak directly to the customer about their medications. Call center agents are trained to handle customer service calls and handle them efficiently. This means that they’re able to solve customers’ problems and answer their questions accurately as they are highly trained. Not only that, they excel at providing customer satisfaction, ensuring that customers come away from the calls feeling positive about them and are far less likely to provide businesses with negative customer service feedback.
Lots of pharmacies have only a handful of employees to answer calls, most of which perform other job duties, as well. This takes them away from their other work and burdens them with a heavy workload. Stressed out employees are not as capable to provide the same level of service to each customer if they have multiple things that they need to do at once. They become distracted, make mistakes, which one doesn’t want in a pharmacy. You’re likely to start seeing a higher employee turnover rate, as well. In this scenario, everyone loses. Outsourcing your pharmacy customer service calls to a call center can ease their workload and provide your employees with a better working environment with less stress.
If your pharmacy has experienced lots of high call volume, you’ve likely started thinking about hiring more employees to answer the calls. But, when exploring this idea, it doesn’t take long to learn that there are tons of extra costs and equipment needed. Many pharmacies don’t have room to expand to include a call-center or office in which several people can answer calls. But, outsourcing the calls to an already established call center can offset these costs. You won’t be paying to install extra equipment, phones, furnishings or office supplies. Instead, the call center already has them and you’re paying for their associates’ work and training, rather than the equipment they use.
There is a stigma that surrounds outsourcing. Many people believe that it takes jobs from other employees. The reality instead is that outsourcing creates jobs and will improve both employee and customer satisfaction. So, if you’ve ever considered outsourcing your pharmacy’s customer service calls, contact KPI Connect to see how they can help your pharmacy run more smoothly and help more people with their needs.