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.

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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.

Testimonials

Facebook

4 days ago

Onswitch

Been a very busy few weeks .. and very hot!

Team Onswitch have been in practices facilitating and training over the last few weeks … all over the world … a few photos attached and as always helping paws from the practice cat!

In practice team sessions work well and can be a really good way to help teams learn together

Post covid the options of Zoom workshops, online learning and in practice workshops means plenty of options to choose from to learn together as a team

So check out the info and we look forward to helping you soon

#OneVetTeam
#teamonswitch

onswitch.co.uk/inpracticetraining/
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2 months ago

Onswitch

Alison has been in Bulgaria with Small Animal Vet colleagues from across Bulgaria

It’s great to meet and chat with folks who care for patients in other countries and we all learn something from this knowledge sharing

The local beer is very good and much needed after 4 hours of lectures about caring for people with pets to get to good patient outcomes

It’s also quite a bit warmer than the U.K. usually is !

So big thank you to the BASAV for the invitation and hospitality and thank you to the translators for making it possible

And thank you to BSAVA and WSAVA for enabling attendees to access the invaluable BSAVA Manuals on line…. Make sure you look at the Practice Management one - (needs a refresh Carole Clark and Marion Chapman !)

#Collaborative
#OneVetTeam
#Colleagues
#PatientOutcomes
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2 months ago

Onswitch

So it’s a been a busy few weeks for Team Onswitch

And we took a break from social space as quite frankly we had stuff to do!

The world has opened up and all the conferences and projects and research are all happening at the same time !

So here is a taster of the recent congresses from around the world

It’s been good to be face to face again and it has added to the virtual connections, so a new world of fusion learning and debate

Learning is now more accessible with online and remote formats, so made us think about what is the point of an attendance event?

Discussed today at the Proveto Utrecht Vet event - great fun as always

So if a speaker ( in this case Alison ) is actually there ,what is the reason to go and listen versus doing a webinar or online lecture ?

Our view is it’s about the stuff you didnt know you needed to know - the new thoughts, ideas and the deep meaningful and controversial stuff

Face to face means we can debate in a safe space those topics that are never in the webinars as you can’t get the deep connection to robustly debate issues

After all what’s the point of hearing the same stuff again and again and again

Face to face is more focussed and stimulates debate and questions

Well that’s our view … what’s yours?

Why attend an event at all?

#OneVetTeam
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Twitter

Help with a Short survey-6 minutes 57seconds-about available referral options for U.K. Pet vets today

If you can fill in would be much appreciated - 🙏👍

Interesting data so far … sounds like a lot going on!
Thanks in advance
#OneVetTeam https://www.surveymonkey.co.uk/r/ReferralAug22

@OnswitchLtd @pru_west @BritishVets @theRCVS Fabulous 😊

interesting debate @BritishAcademy_
New word “Contestation”
vet team - client interactions part of much wider social backdrop @pru_west that about right ?
So it’s not about “us” the vet folks being special -it’s a society thing
We must look outwards,see wider view &change

So question @pru_west What can Vets in practice do now to help change this situation?
What role @BritishVets @theRCVS
Words matter
#FewerWordsBetterSaid
Still at hairdressors!

Tuned in to @BritishAcademy_ 3 days of fascinating sessions … at the hairdressers!
@pru_west enjoying the session about vaccine hesitancy
#Learning

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Contact Us

1300 933 010

info@onswitchaustralia.com