HomeWell + Synfone Best Practices Notes

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Welcome

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Let’s talk about some best practices including some potential recommended changes

We evaluated stats from previous months and found that HomeWell Care office incoming call answer rates vary from as high as 97% and as low as 25%.

We are going to go over some things in common with offices with higher-than-average answer rates.

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Here’s a reminder…One size does not fit all.

Factors Include: Call Volume, Staff Availability, Region Served

Think about what’s best for your office.

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Call Routing

The default route

Ring First (vs IVR/Menu First)

Callers should not hear ringing for more than 22 seconds – use the IVR as a backup.

There will be no indicator of the call reason unless they’re in your contacts with a label.

A Place for Mom or other referral services may require a live person before connecting the lead. This is not confirmed.

Time-out Transfer (vs Hangup)

More SPAM but likely More Legitimate Callers

Some offices drop 100 calls/month due to time-outs/no option selected in the menu.

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Answering Service

This may not be affordable for all but the concept is, someone is the last chance and MUST answer.

Call Distribution Responsibility (vs Ring All/Answer if you can)

If no one owns it, it’s less likely to be answered.

Prioritized hunt (primary and backup), Round robin (take turns)

Outside Hours Urgent Option (vs Standard IVR/Menu)

Toggle availability manually or provide a monthly schedule

Missed call notification emails

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Let’s talk about some tools you can use to improve your office’s performance

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Reports

Get daily, weekly, monthly reports emailed to you.

Common Reports: Every call/text, Missed calls, Queue (menu option) specific stats

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Contacts

To save contacts office-wide check “Company” or “Department”

Pro tip: Use labels in front of the name (example: “CG” “CLIENT” “LEAD”, etc.)

This helps to identify incoming calls (especially when not using an IVR/Menu) and sorts them with alphabetical order.

Pro tip: Use the “Company” field for searchable text (this does not apply to all fields)

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Now let’s talk about some issues and problems

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Accidental Log Outs (I’m not getting any calls)

This applies to Q calls (how we distribute to a group and/or from a menu)

You never really want to be logged out.

Logged out = Direct calls only (internal, transferred, direct number)

Logging out by accident is easy in the 3CX mobile app

Check the icon in the 3CX app

We’ve asked 3CX to revert the change to require confirmation and they say it is coming soon

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Text Message Handling

Think of a text conversation, just like a voice conversation.

Expected use = Take Ownership, handle the conversation, mark Dealt With

3CX is not designed to be a CRM (WellSky) replacement

If documentation is needed from the conversation, that should be added to your CRM/WellSky, not kept in an on-going text conversation

Owners/managers can access chat logs if needed, even after the conversation is dealt with

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Now let’s talk about some improvements and new features

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Shared Voicemail

Send voicemail notifications to multiple users’ 3CX app.

You can see who has listened to the voicemail.

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e-Fax

Fax to email should NOT contain the fax as an attachment to be HIPAA friendly.

Now available: Separate log in per user (HIPAA friendly)

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AI Transcription

Now HIPAA friendly 🙂

Voicemail – $20/month (subject to change)

Call Recordings with AI Generated Summary – $40/month (subject to change)

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External Integrations (additional cost)

Auto document calls in CRM (not available with WellSky but can be if we put enough pressure on them)

Caller ID lookup in CRM (see above)

Zapier/Make.com/Relay App – the possibilities are nearly endless

Examples of integrations we’ve done…

Relay app to automate Happy Bday text messages from a Google Sheet

Make.com to copy answering service on incoming text messages after biz hours

Get a Push Bullet notification when someone requests urgent assistance outside business hours

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Let’s briefly talk about some improvements and new features

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Coming Soon

AI Receptionist (price TBD)

Number Reputation Management ($50/month)

Helps combat “Potential SPAM” labels for outgoing calls

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Quick Mention – Looking for feedback/input on VAs – agencies and Answering Services

Send change requests to Synfone Support (support@synfone.net) and please be patient

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Q&A Time

Throw questions in the chat or raise your hand