The only choice for over 27 years
365 Days per Year
Frequently Asked Questions
What does Pronto Connections do?
What are your traditional telephone services offerings?
What controls and systems do you have in place to ensure great agent performance?
What is your mechanism to ensure adequate staffing to avoid long rings or hold time?
Do you offer a combination of automation (IVR) and customer service agents?
At Pronto, we answer incoming calls for medical offices in English and Spanish. This results in increased doctor accessibility and patient satisfaction. With our 25 years' experience we tailor solutions for overflow, after-hours or 24 hours a day services. We answer over 3.5 million calls a year.
| SERVICE OPTIONS | |
| - Toll-free numbers | - 24 x 7 x 365/Overflow |
| - Bilingual English/Spanish | - Pre-announcement |
| - Translation | - Customized greetings |
| - Voice mail services | - Delivery of messages to phones, pagers, email, fax |
| - Patching | - Easy to understand time billing |
| - Appointment scheduling | - Email management |
| - Class registration | - Database management |
| - Conference call services | - Fulfillment services |
Additional services include:
TTY response services: We have offered TTY services for over 10 years as a benefit to our practices. 24 x 7 x 365
Digital recording: Our telephony system is set to digitally record of 95% of all calls for quality assurance and monitoring. 24 x 7 x 365
Fulfillment: Our services include custom letter and other light fulfillment services. Perhaps after a patient is referred to a new practice on the Physician referral line you would like to send them a letter confirming their location choice and advising them of the physicians available there?
First we would like to describe our agent profile. No matter how much technology is provided with automated features and other desirable service enhancements, the selection, training and education of the Customer Service Agents is paramount to the success of your program.
As a company, we primarily hire (over 80%) full time customer service agents, and medical benefits are part of our employment package. These distinctions, as well as our extensive training programs, incentive plans, and strong culture of promoting from within, have enabled us to be successful in recruiting and retaining team members in English and Spanish.
Over 70% of our Customer Service Agents are bilingual and have 1-2 years of customer service experience prior to joining Pronto. A majority of our agents have some college education while many are students at local universities. We perform extensive behavioral screening that ensures we hire exceptional customer focused representatives.
We hire bright, responsible individuals who understand that this position is very detail oriented, we are clear upon hiring that all calls are monitored and that accuracy, courtesy, and account knowledge are extremely important.
For more detailed training outlines, please review our training page.
We have senior management on premise from 6:30 a.m. until 6 p.m. daily Monday through Friday. Supervisors are on premise 24 x 7. We have an on-call manager and an on-call technical staff available 24 x 7 x 365.
Quality is the base of our success. We listen to and score 3-5% of all calls handled each week. We review this information to access individual team member performance, script improvement and trend analysis. We continually use our analysis to understand which areas need attention related to additional trainings, script revisions or modifications. This feedback is also used to tailor monthly staff incentive contests.
Through monitoring, we enhance customer service skills and professional representation for our clients. Pronto uses monitoring to ensure that all client and company quality standards are achieved and that the Agents are providing consistency and excellent customer service on each call.
Quality Assurance provides prompt, individualized feedback for the education of our Agents. We use QA not as a weapon but as a tool to assist the agent to achieve the quality standards for the Client and Pronto. Our Quality Assurance team works hand-in-hand with our trainers.
Managers and Group Leaders monitor all new employees daily during their first few weeks, meeting with them daily to set expectations and review results.
Pronto has built its business with our exceptional focus on client services. Each customer is assigned an Account Executive from our team. We treat our Account Executives within our office as the customer. They are responsible for coordinating and delivering all the services that the customer requires in conjunction with: staff management, training, technology and information systems teams in a timely and professional manner. This method provides the customer with one point of contact for all their needs.
Our staff program structure and schedule is based on skill level routing through our ACD. Once an account is assigned to a level, team members within that level are required to go through our rigorous training before the account becomes active.
We rely on client information to ensure that we have an appropriate complement of staff members at the appropriate level available. Our ACD details information that we use to monitor customer activity in 15-minute increments throughout the day.
In addition, we create bonus and incentive programs for supervisors and management that is based on our service levels and making sure that 80% of the calls are answered in 20 seconds (three rings).
On the telephony side we maintain 9 T-1s, seven voice and two data. These T-1s are programmed redundantly to route to the other carrier in cases of telephone network failure. An integral part of our ACD is its redundancy. Our telephone switch has both an A and a B computer that function independently; B backs up A in case of computer failure. Telephony is separate from data and can function independently.
We maintain a natural gas generator on the roof of our building. We are fortunate to be in an excellent area in Chicago and have experienced only one extended (two hour) power outage in 18 years.
In addition, we perform back-ups daily, and weekly (off-premise) to preserve client data. For serious disasters, we currently have two relationships with out of state providers to perform emergency back up services. In addition, we can contractually agree to certain emergency notification procedures processes for clients in the event of an emergency.
Yes. We can provide completely custom pre-announcements and greetings to manage traffic flow.
We are fully web enabled (and redundant). Many clients require that agents access systems external to our office for call handling.
Give us a call for your free service assessment today and we can provide you with easy tools to electronically submit your data to us. Our typical client starts in 3-5 business days.
Call today to take the stress out of managing your company’s communication!
We are here to help you reach your goals.
1.800.321.3601
We Provide Templates and Samples of our Scripts.
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A marketing director for an ad agency needed a call center for one of her clients, a clinical research company. She wanted bilingual agents...
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