Option Line – 24/7/365 Help for Your Clients
This week I talked with Director of Option Line, Nafisa Kennedy, about some of the questions you may have about choosing to have the Option Line phone number and chat on your websites.
Why should I have the Option Line chat and phone number on my site?
Option Line is available 24/7/365. This means we can be there for your clients during hours that your center may not be available; we can help answer some of the client's initial questions. Our ultimate goal is to establish rapport and trust on your behalf so that she feels confident connecting with you during your business hours. We also have the ability to schedule initial intake visits for centers that have registered for our scheduling service. This is available at no cost to centers and is one way we can establish a firm bridge to your center for clients.
What type of training do the Option Line consultants receive?
Each consultant goes through 29 hours of intensive coursework and training on hotline protocol for connecting with women in need of the support pregnancy help centers provide and 40 hours of coached hotline training with a supervisor before engaging in their first hotline contact. Furthermore, our staff members utilize Heartbeat International's Academy for ongoing training throughout the year. Each month, we explore a relevant topic to ensure our team is up to date on trends, challenges, and problem solving in the pregnancy help community.
What is your show rate for appointments scheduled through Option Line at centers?
Our show rate tends to be around 75%.
What is the process for scheduling a client when they call and how does OL determine where to schedule the client?
Great question! We schedule initial intake visits for clients who are interested in taking a pregnancy test at their local center. We schedule appointments through secure scheduling tools, compatible with Next Level CMS, eKyros, and CoolFocus. If a center has registered for our scheduling tool, we are able to offer an appointment to their clients when they reach the Option Line after hours. Once an appointment request has been made, the center staff can then accept the appointment to their schedule or follow up with the client directly.
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