Also, many of these callers are at the beginning of the adoption process and may not have a home study. Each inquiry is an investment of time and energy, but each inquiry is also an opportunity. A key piece of recruitment is retention, and retention is simply good customer service. Retention can t be overlooked, otherwise even the best recruiting efforts won t be effective. The first contact potential adopters have with your agency will set the tone for subsequent interactions.
Most people prefer to speak with a live person when calling an organization for the first time.
If voice mail is unavoidable, the message should give brief information about your agency and state when a person can expect a response. Another aspect to consider is if the voice on the message, or if the person from your agency whom a caller comes in contact with initially, is positive and encouraging about the adoption process. A positive and encouraging message or person is more likely to retain a caller. Every person who calls your agency is a potential resource for a waiting child. The responses were varied, but most people who responded wanted a prompt response from the agency they called.