What is Call Coach?
Call Coach is a unique telephone performance measurement tool, quantifying the service quality provided to clients by the practice over the phone.
If your practice telephony system routinely records calls, then simply provide a randomly chosen selection to Onswitch for analysis. Otherwise our team will call the practice(s) using common enquiry scenarios and score the quality and content of the conversations.
In either case, calls are scored against standard key parameters from the Onswitch Index programme:
-
- Business basics – key practical considerations such as was the call answered? If the caller was put on hold, how was this handled?
- Engagement index – level of involvement and interaction that took place. Did the team member use the client’s name? Ask for details?
- Information provided – measures the extent to which the team gave additional details about the practice offering – was the caller directed to the website? Were any special offers mentioned?
- Calls answered
- Appointment offer rate
In addition to the many years of experience we have running the Onswitch Index programme in diverse markets across the world, the Onswitch team have been trained in call analysis by leading expert in conversation analysis Elizabeth Stokoe, Professor of Social Interaction at Loughborough University.
Why is it important?
Adhering to a standard telephone process bonds clients to the practice through trust, supports the team and improves patient outcomes through better attendance levels..
Onswitch have developed a simple, yet highly effective, five-step protocol to help customer care teams deliver a caring and efficient service over the phone.
Using the 5 Steps consistently ensures that every call is resolved with a clear outcome – meeting the needs of the client and proven to boost income and recommendation rates for the practice:
- Use your name and give a great greeting
- Use the pet / horse’s name and get the picture
- Answer the price question at the end (demonstrate Love, Value, Price in that order)
- Provide practice information (social media, website, health plans etc.)
- Always offer an appointment
By implementing the 5 Steps, small animal practices can expect to see around 40% of incoming calls converted into paid appointments, and up to 70% in equine practice.
Call Coach is available for $230+gst per month.
Let us know you would like to sign up via the button below and the Onswitch Team will be in touch with the relevant SignOff materials.
Testimonials
The Veterinary Conference program has been released!
Alison looks forward to joining you - see what is on here!
Ed the cat joined a team for a workshop Alison was delivering on her Australian trip!
Always nice to have a furry friend join in, even to sit on the materials 🐱🐱
Alison spent the evening with BSAVA talking about how to have conversations with clients in the unplanned consults.
We covered a lot of ground and the journey starts well before the consult took place.
Start with the “Bit before you”
What has happened before you say hello?
Life is complex and we do need to know more about how owners end up in front of you.
Their journey matters,
Their start point matters,
And people care deeply about their pets.
Of course we went a bit off piste into skills gaps, loo roll choices and ethical challenges … but we did! Worth a listen if you have access ☺️
#Onswitch
#BitBeforeYou