Call Coach

Call Coach is a unique telephone performance measurement tool, quantifying the service quality provided to clients by the practice over the phone.

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:


  1. Use your name and give a great greeting
  2. Use the pet / horse’s name and get the picture
  3. Answer the price question at the end (demonstrate Love, Value, Price in that order)
  4. Provide practice information (social media, website, health plans etc.)
  5. 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.



1 day ago


We know explaining that a beloved pet has passed away can be hard to do especially with children thats why we have our 'Missing My Pet' books giving you the this story to tell in the words of a 6 year old.

The book also comes with practical advise for parents making this time a little easier.

They are now live and available to shop on our website!
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5 days ago


This week Sophie C our General Manager has been to Cyprus for the MSPA (Mystery Shopper Providers Association) conference!

This was a great way to share experiences and new ideas so we can be the best and most up to date on our service delivery of our mystery shopping programme the Onswitch Index!

Many other MS providers from all around the world in different industries came together to talk about hot topics such as AI, reaching Gen Z, emotional intelligence and we hear there was even a bit of karaoke 😉
Because work-fun balance is key right?!

Sophie is also a bit cat lover and couldn’t resist documenting this friendly fellow at an evening dinner 🐱
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