Have you had a chance to listen to how your staff answers the phone? If not, you may be in for some surprises. This week I share 5 areas that my staff needs to improve upon that I learned by listening to call analytics. Tune in to see if these sound familiar on episode 47 of the Business of Dentistry podcast.
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Today I wanted to talk to you about call tracking data and call analytics. This is something we have installed in my office, and I finally dug into it last week. We have over 500 minutes of call data and, I’ll touch on the five top things I learned from our analytics.
1. Use the person’s name.
One of the best things I found when listening to our calls is there were no glaring customer service problems! My staff knows and follows the specific way to answer the phone and everyone is doing that. The one thing I want them to improve upon is engaging the caller by getting the person’s name and using it in the phone conversation.
2. Give better directions.
The second area we can be better at is giving directions. My practice is located on a busy hospital campus. Everything looks alike and it can be difficult for patients to find our office. We get lots of calls asking for directions and my staff isn’t always good at it so this is our second area to improve on.
One of the things I asked my staff was what resources can be provided to make this easier for them. We came up with hanging an American flag outside our office door on one of the pillars. We are the only ones who have this so it’s worked well.
3. Know our insurance networks.
Third, we have to know which of the insurance providers we are in network with. Many times my staff has put someone on hold to find out if we are in a particular network that the caller was asking about. There’s an easy fix for this: we can put together a list and have it handy for the people who answer the phones. It’s a simple systems process we can remedy quickly.
4. Answer calls faster.
The fourth area of improvement is the number of rings it takes for us to answer the phone. Based on our call analytics data I know we are doing a better job of answering the phones in the mid-afternoon, and doing a poor job of answering earlier in the mornings.
Specifically, around 9:30am it takes 4 or more rings for us to answer the phone and at 2:30pm it takes 2 rings or less for us to pick up a call. I know we need to be better at answering the phones in 3 rings or less, and this is another area for us to improve upon.
5. Stop talking to advertisers.
And finally, I’d like for my office to stop taking non-patient calls. Advertisers and marketers call us often and I’d like to find a way to screen those calls or block them all together. I think this will help with answering our calls faster; it will help us serve more patients in a faster and more timely manner when we are only talking to them, and not dealing with advertisers.
I’m sharing these five points because I think call tracking and analysis is valuable. if you aren’t tracking your calls for training and for marketing campaigns, you are missing out.
The direct connection someone has to your office is the phone. Whether a person finds you online, in the phone book or through referrals, they become patients of yours through phone calls. That’s the first introduction someone has to your practice: their phone call to you, so make sure it is the best call it can be!
Now I’d love to hear from you – are you tracking and analyzing your office calls? If not, when you will start? If you are, what have you discovered? Listen in to episode 47 of Business of Dentistry and then let me know in the comments below or send me an email! Thanks for being here.