Today’s Veterinary Business Staff
If you think the phone calls never cease at your clinic, put on a headset at the University of California, Davis.
The UC Davis veterinary hospital receives up to 1,800 calls a day, a workload that requires as many as 15 client service representatives during the busiest periods.
Rather than spread team members over three noisy walk-in reception areas, as it does now, the School of Veterinary Medicine in late August will open a single, quieter call center off the beaten paths.
“Excellent communication is a cornerstone to providing the highest quality care to our clients,” said hospital administrator Joy Hoover, MBA. “That begins with the client’s first interaction with us, which is generally their initial phone call to the hospital.”
UC Davis reported that the call center will reduce multitasking and stress, lead to fewer phone interruptions, and give walk-in clients and patients the attention they deserve.
Client service representatives will be assigned to either the call center or reception desks as needed.
According to UC Davis, the new phone set-up will feature:
- Streamlined menu options.
- Dedicated phone numbers for large animal and small animal clients.
- Priority access for referring veterinarians.