We are a pharmacy accredited by URAC and we are required to answer >95% of our phone calls and at least 80% of those within 30 seconds. Unfortunately, Ring Central shows 580 calls this month and only 440 answered Month to Date. Since we give the caller options for departments (call queues), Ring Central counts every person in the department/queue that does not answer as an unanswered call. For example, if the caller presses option 1 and there are 6 employees assigned to that queue, only one person can answer the phone. Ring Central records this as 6 calls and 1 answered. This needs to change!
RPH
supported this idea
·
We are a pharmacy accredited by URAC and we are required to answer >95% of our phone calls and at least 80% of those within 30 seconds. Unfortunately, Ring Central shows 580 calls this month and only 440 answered Month to Date. Since we give the caller options for departments (call queues), Ring Central counts every person in the department/queue that does not answer as an unanswered call. For example, if the caller presses option 1 and there are 6 employees assigned to that queue, only one person can answer the phone. Ring Central records this as 6 calls and 1 answered. This needs to change!