Funeral Home Answering Service Tips: Here are Some Questions to Consider Asking and Why
#1 How long has your Funeral Home Answering Service been operating?
As the great Albert Einstein once said, "The only source of knowledge is experience". A good way to ensure a funeral home answering service delivers professional-grade services is by how long they've been doing it.
#2 How is your answering services understanding of the Funeral Profession?
Make sure that the Funeral Home Answering Service specializes in answering calls for the Funeral Profession and has a solid understanding and appreciation of the Funeral Profession ensures that your calls will be handled in a seamless manner.
#3 How are your Call Specialists trained?
The answering service should be transparent in how they answer this question. They should tell you how long their Call Specialists are trained before they begin answering calls and during. They should also explain the specialized training they're delivering specific to the Funeral Profession. They should explain how the Call Specialists are evaluated and what they are evaluated for. Things like grammar, spelling, typing, comprehension abilities and compassion should be the primary areas they are evaluated on. The goal should be seamless representation.
#4 How are answering accounts customized?
Your answering service should be able to create an answering script that is specific to the needs of your families. You decide what the Operators ask, how they respond to specific inquires and how you want messages delivered to you.
#5 What are your quality control measures?
Ask to see how your calls are monitored by the answering service. Also make sure that you have access to listen to all calls the Call Specialists take for your Funeral Home to ensure your own quality assurance standards are being met.
#6 What type of technology is your service using?
Ensuring that the answering service is using state of the art technology is integral to the professionalism of the service that they provide. You want to make sure that the state of the service's technology does not negatively affect the level of service your families receive.
#7 What kind of back-up measures does your service have in place?
Make sure that the answering service is prepared if the power goes out that they can still answer your phone calls. Also, make sure they have supplies to quickly fix technical problems and proper storage devices to save data specific to your answering account.
#8 Do you provide Live Web Chat services?
Not only can families reach you through the phone but they can also connect to your Funeral Home via live chat! With Funeral Home Answering Service Call Specialists available 24/7, your families inquires can be handled over the internet as well. This extra mode of communication creates new possibilities for your current families and makes your Funeral Home more accessible to everyone. Having prepared responses set out by your funeral home allows you control of all information relayed. Having fully trained Call Specialists available 24/7, your families will have an alternate method of immediately connecting with your funeral home. Call Specialists can additionally handle pre-arrangements, directions, death certificate requests and service details all by the click of a button. Learn more about this feature!
#9 Do you have on-call updating?
Ensure that the Funeral Home Answering Service has a feature to allow you to make changes to your on-call list yourself if need be so you do not incur per minute charges to make these updates. A web portal such as this also allows for the retrieval of messages and listening to calls for review.
#10 What are your rate plans?
There are many different kinds of rate plans out there. Your best bet is to go with a service that provides a flexible rate plan, allowing you to increase or decrease the amount of minutes you require based on when you'd like the service answering calls for your Funeral Home. Ask if they have per second billing or per call billing because this can make a huge difference in cost. You can have a funeral home answering service answer incoming calls 24/7, strictly on weekends or only at night.