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:
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- 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
From our conversations with many of you in practice we have heard you say that discussing the cost of care can be tricky. Thats why we have launches the "Talking about care and discussing fees" course!
This workshop has been developed to support both customer care and clinical teams in discussing veterinary fees confidently and clearly with clients.
Topics covered will include:
• Why value matters
• Building trust and empathy through client communications
• Discussing cost – the importance of transparency and understanding
• How to demonstrate value, not just the price
• What happens when we don’t do it well
• Creating best-practice conversations about fees
Now taking bookings for the first course running in April!
onswitch.co.uk
We know that for many people working in veterinary practice, discussing the cost of care can be tricky. This workshop will give delegates practical skills needed to handle these conversations confide...Worth a revisit
It’s all about connection.
There is admin that clients can do for themselves and are happy to choose to do if they wish to
Then there is a moment when care needs to be curated and coproduced eg the collaborative moments
So make sure to connect at point of need eg when a client needs help to know what to do
There’s admin
And there’s the need to help and connect
Most folks still call
Typically there are 1000 calls managed per vet per month and maybe a few hundred app chats or online bookings
So most folks do call as they need your help
So remember the phone still counts!
#FirstContactResolution
#FirstCallResolution
#Train
#Measure
#Manage
onswitch.co.uk/index.php/telephone-skills-5-steps/
Thinking of opening a practice? Join us for our Open Your Own Practice course coming up in February!
In this course we explore what it takes from writing your business plan to launching and how to make your vision come to life. This two part course is delivered via Zoom on:
Part 1: Thursday 16th February 6pm-8:30pm
Part 2: Thursday 23rd February 6pm-8:30pm
Give us a call to book your place: 01476 565343 or email info@onswitch.co.uk