Q: I am wondering if LERN has information about phone numbers ... For example, is it good to have one main number for various programs or 4-10, for the different sites and programs, is there any research that suggests one main number is best? Is it best to talk with a real live person (that transfers for more info) or leave a message for the person that can answer the details ...
A: Having a central number to call can be useful. Even if you have separate numbers for different units, you will find that many callers will call into your main number. This means that at a main number will receive calls, even if you have different numbers for different sites. Therefore, you should make sure that the person who answers the main number has good skills and customer service orientation. It is better to have a different phone number for different sites. The reason is that staff at specific sites are more likely to have a sense of ownership and loyalty to the programs they work with. At each site it is better to have a real, live person answer the phone and to be trained to provide excellent customer service. LERN suggests a structure that includes an Information Specialist as the first point of contact. This minimizes the need to either transfer calls or take messages. If a caller must speak to someone other than the one who answers the phone then it is fine to transfer to voicemail. I have attached a file with more information on the information specialist function.
http://media.lern.org/webinars/Information-Specialist.pdf
LERN Community Programs Member