Customer Service Call for Shift Changes: What is this, how does it work, and what are the benefits
What is a customer service call for shift changes
A customer service call is a call made by your staff to inform your clients about any changes happened to their service bookings. Any important changes to the service booking that can affect your clients' attendance or receiving of the service should be made clear over the call. Staff should be notified of any changes to the shift to make sure they reach out to the related parties (clients and sometimes their family if needed) and that the clients are well informed of the changes as well as the reasons behind them.
Why is it important to make and track the call
To make the customer service call, your staff should be notified to know it is the time to reach out to the clients so that the clients are well informed
of the changes as well as the reasons behind them. There should also be a way to track the call and flag it when it's done.
If there is no customer service call made for the changes, it can create trouble. Some possible scenarios include: (1) Clients might show up at the place when the staff cannot make it and cancelled the shift; (2) Staff might arrive late when the time of the shift has changed; (3) Care organisation might not have the facility and equipment prepared for the scheduled event. All these possible issues might escalate to the other teams like finance team to add unnecessary extra expenses. In some circumstances, it is even possible to put a client in danger, if they don't get their medical treatment in time.
If there is not a way to efficiently check and mark if the call is made, it might lead to a waste of human resources to make 2 or more calls for the same purpose to make sure that the clients are informed.
How does it work
As we mentioned above, to facilitate the problem, clients need a way to track these changes and
collaborate across teams about the client calls. Thus, CareVision has a
feature that can create a task to remind staff if any changes are made
to a shift. This automatic task creation feature that responds to shift
changes and re-publishes is to be turned on in the organisation
settings. It will also result in the release of the tasks action board
with the ability to filter to these tasks types within an organisation,
so individuals and teams can manage their tasks.
The notable changes that the clients should be notified of and will trigger the auto-creation of the tasks include
- the date and time of the booking
- duration of the booking
- assignee of the booking
- type of change: cancellation only
The typical workflow for changes to a customer service and how CareVision creates the reminder task is shown below:
To make it work on CareVision, you need to
- set up automatic customer service task in organisation configuration on CareVision Portal
- make change to a booking when it is required and publish it
- respond to the task auto-created on the Scheduling page
- make the call
- flag the task as done
- make any further change if needed
- respond to the updated task on the Scheduling page if any further change is made, the steps are the same as step 3
What are the benefits
This is to keep all the related parties, including clients, client's family sometimes, and the clients' assigned carers, updated and on the same page, and thus the scheduled shifts can still occur at the right time. It reduces the risk of a failed schedule and the possible expenses for that. It prevents some extreme circumstances where clients get in danger when they don't get their required medical treatment in time. It also remains the customer service quality at a high level, which helps the organisation to keep a positive and reliable iamge in their clients' heart.
Steps
The detailed steps are to be followed in the article: What does the 'Auto Generate Customer Service Tasks for Booking Changes' do?
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