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.

Click button below to sign up for Call Coaching.

Testimonials

Facebook

2 days ago

Onswitch

All done #covidvacccine

We have a fully vaccinated Alison so we can let her out now to socialise and travel and go into kennels!

So intriguing to see the handout ALL folks were given pre vaccination on arrival by the “meet & greet” team

All the vaccine info explaining what it is and what might happen

Total transparency.
Clarity of risk.

Effective way to show that there are “Very Common” side effects and 1 in 10 of you will feel feverish sick and off colour - correct!

“Common” may affect 1 in 10

“uncommon” may affect 1 in a 100

“Rare” 1 in 1000

and then “Not known”

So very clear and in plain English - the rest is gobbledygook and tech blah blah blah - this bit however is very clear

So made us think

What do we give owners about vaccines and medications or ops we do?

Do we give them something pre procedure eg a document or email or reference?

One thing, if anything, has changed during covid is health literacy has become better

Folks talk about risk and benefit more

Conversations about vaccine are more common and so understanding of consequences are more talked about

It’s a public debate and we must work with the upswing in understanding, not fight it

So #WeekendDebate do we need to give a resource to clients for all meds, vaccines and procedures pre event so risks are known and can be discussed more openly ?

What do you think?
If you don’t think it’s needed, why not?
If you think it is needed, why?

Surely clarity of communication is all about trust
And trust means we can work with our customers even when things don’t quite go according to plan

Isn’t that honest?
Isn’t that fair?
Isn’t that what we need to do to have these risk conversation pre event rather than explaining what happened post event?

So over to you ...... what do you reckon?

Have a peaceful weekend

#OneVetTeam
#SoreArm
#1in10
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4 days ago

Onswitch

We had a lovely surprise today at HQ today

Thankyou

We talk to lots of people, about lots of things and there is always a moment of connection and this chat was about communicating with flags!

So it’s fascinating to see how messages can be sent with images eg flags when on the high seas

Fascinating

It works well when everyone uses the same language

Flags work well as a common language and is understand by all using it

Therein lies a challenge in veterinary care, as we often speak one language “VetSpeak” and our clients often speak another “PlainEnglish”

So working to speak the same language is key for patient outcomes
It’s about finding that understanding just like flags!
#OneVetTeam
#VetSpeak
#Thankyou
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5 days ago

Onswitch

Tuesday has been wet and miserable and #Shamii has basically stayed in all day
And he looks a bit grumpy
He is 10 years old now and looks it today
Bless him
So what do you think he is saying today!
#Shamii
#cats
#OneVetTeam
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Twitter

#ShowTheSalary great campaign to help get clarity & transparency of pay
Vet Sector has so many “ competitive salaries” or “excellent pay” or “commensurate to experience ”
Just put the pay scale on the ad!
When this happens it is transparent
It helps
https://showthesalary.com/about/

“Open your own practice” today
Looking at #CompellingReasonToChange #CRTC eg why would an owner leave one perfectly good practice & try a new one?
The #CRTC is critical -all new sites need one!
As the established practice it’s worth knowing it too! https://onswitch.co.uk/opening-your-own-practice/

So today was a first
My @YorkshireTea went cold ... was waaaaay to busy and forgot all about it
So microwaved it
Yes
I know
Microwave tea that was from a pot originally
Well the verdict?
It was rubbish😂
So why does microwave tea taste horrid?!
#OneVetTeam

This thread is worth a read, such wise words
The veterinary profession may well be a similar situation
Or maybe that’s a #VintageVet with thick skin speaking
Thankyou for your thoughts
#Ponder
#reflect
#wisdom

#VNAM
nurses are a massive part of patient & client care
@theRCVS @bvnauk
#OneVetTeam cares for patients & clients when they need us & post covid we must embrace the 3 areas where this takes place
#InPractice
#OnLine
#InHome
#UnderCare as per Code
#Evolve #DistrictNurse

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Contact Us

1300 933 010

info@onswitchaustralia.com