Hello there,


This article has been written to express the major differences between communicating with our Change Inc. support teams through email versus voicemails (live calls) being left on our main office phone systems.


Email


  • Preferred method of shift correction reporting - specifically to the Finance Department (financialteam@changeinconline.org), but to most other administrative support teams as well
  • Detailed information can be left in writing - this helps prevent high-volume callbacks needing to be made
  • Faster reply time from Change Inc. support staff
  • Time stamped history of "to and from" communications for fast review and re-opening of tickets if needed
  • Employees can expect to receive a much faster issue resolution timeline through email communications as well as periodic updates along the path to final resolution



Voicemail (Live Call)


  • In some cases, calling the office (and when a support member cannot be reached at that very moment, leaving a voicemail) seems like a faster, easier method of communicating. In the long run, however, this is just not the case.
  • Voicemails can sometimes be difficult to transcribe, requiring additional callbacks to obtain missing or unclear information
  • "Phone Tag" scenarios can sometimes be several back-and-forth attempts from both the employee and support member - sometimes a single relatively simple issue can take days (or weeks) to resolve due to this
  • Live-calls (voicemails) are often difficult for both employees and support team members to recall accurately. Our administrative support teams manage an extremely high volume of inbound and outbound calls - as voicemails aren't automatically transcribed into writing, locating a previous message can be time consuming and inefficient. On the employee's end, trying to recall a conversation from five or six days ago and all the information exchanged at that moment can be frustrating.


Our Change Inc. administrative offices exist to not only support and provide to our clients but also to support and provide to you, our direct care team! While we are always striving to ensure that you are receiving the best customer service experience possible, there are a few things - such as the email vs. voicemail (live calls) suggestion that you can engage to further accelerate efficient issue resolution. We use technology in our everyday lives - Change Inc. is no different. From punching in and out through our time and attendance software (Sandata) to managing paperwork and training (Bamboo); we should all continually strive to make all of our workdays a bit easier - that is certainly one of our missions here among the Change Inc. administrative support teams!


I hope you found this article helpful and will take into consideration some of the points listed above.


Until next time!


Marcus J. Steinle

Change Inc, CFO