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.

Badges

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

11 hours ago

Onswitch

Another Tuesday comes around again

Time is flying as we head to the springtime

It’s a little brighter and #Shamii had a good look about today

He likes to sit on a car and peer at you all from a height

So what is he thinking today?

#OneVetTeam
#Cats
... See MoreSee Less

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1 day ago

Onswitch

The start of another week

And today we are inspired by a local food company Yummy

They deliver local produce to local communities

Onswitch HQ is based in Lincolnshire and we have seen this grow over the last year

The change in shopping habits,driven by covid, has been significant

The new ways to shop and buy goods and services has been profound and for many will be their “New Normal”

So as we enter the beginning of the end of covid lockdowns ( fingers crossed) now is the time to take stock of what is now normal and everyday in our veterinary world

What have owners learnt to do?
What have practices learnt to do?
What is now normal, that was rare pre covid?
What will stay post lockdown ?

All of these questions will drive systems and organisational changes, both for teams and clients

Examples such as pre pay and upfront payment for services that are now much more common

Subscription services for home delivered meds and food now so many options for clients

Drop off care Appointments with remote communications eg apps, web-chat and video consulting, again all embraced by clients

The role of the whole team in caring for clients , home working ,outbound calls and communications

The list goes on ....

So what will you keep from the last 12 months?
What new things have you done that have made a difference?

Have a great week

#OneVetTeam
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Twitter

And the link for @ISFMcats webinar https://icatcare.org/event/isfm-webinar-for-veterinary-professionals-free-access-the-kitten-opportunity/

Prepping sides for @ISFMcats session on kittens
First step is to invite them in when they call!
So first step is if they contact your practice via any means #Connect
#apps #webchat #call #offerAppointment 60% dont!
#care
#communicate
#connect

2

Done
Excellent organisation at Meres in Grantham for covid part 1
Simple
Sorted
Thankyou
#hadmyvaccine

Quite! https://twitter.com/onswitchltd/status/1364670437091930112

https://onswitch.co.uk/eschew-obfuscation-espouse-elucidation/
Blog pondering
#Communication #clarity

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Contact Us

1300 933 010

info@onswitchaustralia.com