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Job Description
Key Goals of Position:
The role of a Contact center Agent, is to interact with the HCPss (customers) to engage them to provide information by answering to survey questions. They are responsible to answer to customer inquiries and questions regarding the surveys, or any other inquiry the physician may have about the organization. Agents may perform their duties by telephone in the contact center, fax or e-mail based on the customer preference. They must project a very professional image through telephone interaction.
Specific Information:
Below are key responsibilities of a Contact Center Agent. The duties listed are not to be considered restrictive or complete and nothing should prevent the management to reassess them or make them evolve as requested by the business.
- Delivers prepared talks, reading from scripts, in order to persuade potential physicians to complete a survey and adjust scripts to better target the needs and interests of specific individuals
- Explains survey objectives and answer questions from physicians.
- Obtains physicians information such as name, e-mail, address, and payment method, and enter into the panel
- Updates the existing database with any modifications or changes and the present status of the physicians or prospective respondents.
- Obtains names, e-mails and telephone numbers of potential physicians from secretaries, other physicians.
- Schedules appointments to perform the survey with the physician.
- Provides individualized customer service of high-standard professional level.
- Builds interest in the surveys offered by the organization and follow up on initial interaction
- Handles physicians directly either electronically, or telephone and responds to doctors inquiries and questions promptly.
- Provides feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
- Transfers customer calls with complex inquiries to appropriate staff.
- Completes call reports and logs.
- Keeps smiling on the phone !
