Dr Richard Sibthorpe Clinic

Nikolas:
What is your opinion on InDesk Agents?

Barbara Jeffrey:
‍I have to say, the Agents have been doing a very good job. There are some better than others, some faster than others, but I have to say, all in all, they are very polite, they always do their absolute best with the customer and if they have questions that they can't answer, they are told to email me, which they do, and then I get back to them. I answer the question or tell them exactly what to do, but I have to say I have not been having any problems.

Nikolas:
‍How do you feel about the way they are talking to customers and about the way they are adapting to your requirements?

Barbara Jeffrey:
They are very, very polite to all the customers, and some of the patients that call are not very polite, so they handle them well. They do their best, I have no complaints. They are very kind and very polite.

Nikolas:
That's so great to hear, I'm really happy. Is there anything in our service that you may be missing?

Barbara Jeffrey:
No, I think that you provide what you say you are going to provide. The other thing is that I've developed a relationship with some of the agents because they email me with questions. They are instructed: if you can't answer a question, email Barbara. So we’ve developed a bit of a relationship, we like each other.

Nikolas:
That’s so great. So you feel like they are a part of your team now?

Barbara Jeffrey:
Yes, I do! They try to please me by doing the best they can, and I thank them all the time, whenever I get an email and they say “Ok, we called the patient”, I'll email them back “Thank you so much, have a great day” so we have a sort of exchange, which I think helps. And I think that's the way forward to develop a relationship with a company you work for, so it irons out, because I win in the end anyway, the agents are better.

Nikolas:
Thank you very much, Barbara, I really like what you stated and I’m thankful that you accepted this invitation.