What Makes a Great Call?

Please complete the following survey to let us know what you think makes a great call.


A red asterisk (*) indicates required questions.

  1. Which interaction below is the most professional?*
    "We aint got no appointments available"
    "I can help you with that, may I have your registration number?"
    "It sounds like you are having a bad day, I know what you mean, my coworkers drive me crazy!"
    "Hey girl! What's going on?"
    "It will be a minute, this computer is so slow."


  1. What does Active Listening mean to you? (choose all that apply)*
    I don't interrupt when the customer is speaking.
    I will refer to the caller by name.
    I always know what the caller needs, so it's not always necessary to paraphrase.
    Silence is ok when I am searching for information.


  1. At times, it is ok to blind-transfer a customer.*
    Yes
    No


  1. If I have a patient on hold, I don't need to check on them since they are able to enjoy the hold music. *
    Yes
    No


  1. I can rely on the patient to ask me if they have additional questions.*
    Yes
    No


  1. Select all of the options you have for finding information when you are unsure.*
    Ask a coworker
    Call the core
    Use scheduling guidelines
    Just skip it and move on
    Use your best judgement


  1. If someone connected to me incorrectly, it is appropriate to say....*
    "You called the wrong number. Please hang up and try again."
    "There isn't anyone here by that name, sorry."
    "Let me connect you to the operator, they can help you."
    "I'm not sure why you dialed this number."
    "Let me see if I can find out who you need to speak with."


  1. Rank the following from most important to least important relating to what makes a great call:*
        1 2 3 4
    Professionalism  
    Active Listening  
    Call Control/Flow  
    Accuracy  


  1. Often I know the caller because we've spoken several times. In those instances, it is ok for me to use slang or jargon. Afterall, this is someone that I consider my friend.*
    Yes
    No


  1. We are already providing good customer service. Therefore implementing a Quality Assurance Program in our call center will make us go from Good to Great!*
      1 2 3 4 5  
    Strongly agree   Strongly disagree





Mary Shures