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?
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.)