At Incept, a new Conversational Marketing Expert (CME) will typically learn how to effectively handle inbound phone calls from blood donors anywhere from a month to a few months after they’ve graduated from training. Inbound phone calls from blood donors are used to allow donors to call in and ask questions or bring up concerns. It is important to assist donors in any way possible, so that they know they are important to the blood center and the company.
Step #1 – Identify the reason for initial contact
The first way we can make sure we assist the donor is by checking to see why they were called in the first place. View the donor’s profile to look at important clues:
- Did they recently donate?
- Did they have an appointment that they missed?
- When were they last eligible to give blood?
- Do they already have an appointment?
These are all important questions you want to ask yourself when you’re searching for the reason why we called the donor. Once you determine the answer to any of the previous questions, you want to inform the donor as to why we called and proceed with the conversation from there.
Step #2 – Show them sincere appreciation
Remember, with inbound phone calls, it is still important to show the donor appreciation. If a donor recently donated, we typically call to thank them, ensuring that our appreciation comes through in the phone call. It is just as important to show that appreciation when a blood donor calls back.
For inbounds, it is also important to offer a second attempt. If we were calling to get the donor scheduled and the donor states they are busy, you need to make sure you make an appropriate rebuttal for a busy schedule. Make the best out of any opportunity to save lives when a donor calls you.
Step #3 – Be helpful in any way you can
Sometimes donors may call in simply because they need help. In this situation, it is important that you do everything possible to assist the donor.
There were times, as a CME, when I would get an inbound call and the donor needed directions. In situations like this, I would pull up Google Maps, ask the donor for their address, and then give them step-by-step directions on how to get to the donor center. Do whatever you can to make the donor feel that their needs are important, and go above and beyond to help.
Whatever situation you may encounter in an inbound call, try to handle it the way you would handle a normal blood bank call. If the donor needs to be reminded of their appointment, take your time to give them all the details. If a donor wants to cancel their appointment, try to reschedule. As long as you follow the guidelines that are used in a regular blood bank call, you will be able to make your inbound calls just as successful!
What other tips do you have for making the most of an inbound call from a blood donor?