Each consultant has a dedicated phone line answered by the practice manager or a member of their team who will take responsibility for the call. Discretion and initiative are exercised to ensure that this contact is sensitive and effective. No matter how many calls a practice generates, the phones are manned to deal with volume. We also have an out-of-hours voicemail service and all messages are dealt with first thing in the morning. We can monitor the individual practice growth with our telecommunications system, which allows us to track all incoming calls.
Our research shows that a consultant’s most valued service is to have their phone answered daily from 8.00am to 6.00pm by an articulate and cheerful voice. As part of our recruitment process we carry out telephone interviews, as telephone manner is of paramount importance to us. All KMS staff are trained to answer the telephone in a professional manner, to deal with all calls efficiently and to take ownership of the caller’s request.