As an operator for TTHM, my most important job is listening to the needs of the participant on the other end of the line. When I hear someone struggling to understand the information presented on a Telephone Town Hall Meeting, I’m happy when the client has given us an option to encourage a patchthrough transfer to support or another resource. This gives myself and other operators a simple solution to help a listener get the answers they need in a one-on-one support setting.
Participants who want to speak to someone who can see their specific plan information for their health insurance, for example, are the most common use of the patchthrough from my view as an operator. Other patchthrough options are for folks on a congressional call who want to be connected with their representative, be signed up for a volunteer group, or be involved in activism. Still another example of our patchthrough option is for members of a utility cooperative who want to connect with support.
Often we are given a list of phone numbers and websites that we can easily read at a pace that our audience members can write them down, but sometimes the immediate support of a live representative who has all their account information in front of them is more effective. Other times our client is educating listeners then giving them the option to advocate for shared interests by transferring to a targeted legislative office. And our business clients appreciate heading off frustration with a support transfer. Being able to offer up to two patchthrough options give us the tool we need to accomplish any of these client tasks.
Typically our transfer options are mentioned during a Telephone Town Hall forum after key information has been presented so that listeners are able to learn first, then transfer. When we offer a support transfer, we usually wait until later in the forum so that the receiving call center is not overwhelmed by a large volume all at once. This enables folks to gather information, share their personal contact information, and ask us operators questions before potentially making a transfer.
Sometimes the transfer option has not been mentioned yet, but it is clear that the audience member needs that personal support or would like to become an advocate. Operators can make the decision to offer the transfer key to people on an individual basis.
There are many more ways to utilize this valuable option, so contact us to discuss your ideas for a patchthrough add-on for your next event.
About Becca:
As a TTHM Operator since 2020, Becca has collected thousands of e-newsletter opt-ins and processed even more live questions for a myriad of telephone town hall events. Producing forums for school districts, political campaigns, medical insurance providers, labor unions, sitting legislators and cities around the country has helped Becca to gain a wealth of knowledge from client speakers and event participants. Becca works from her home office on Florida’s Gulf Coast, but she has produced live forums while working remotely from Colorado, Montana, Iowa and lots of other places in between!