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

 

The Onswitch Call Coaching programme is available for £130 + VAT per site, per month.

 

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.

 

Testimonials

Facebook

3 days ago

Onswitch

www.surveymonkey.co.uk/r/ISFM

Please help us help ISFM to understand what you like about their cat education programmes

So this is a short survey and will be used to help ISFM plan their support for you in different and better ways

So please take a few minutes to fill this short survey in and share with colleagues

All your feedback will really help ISFM

Thankyou and please share 🐱

#cats #OneVetTeam #Shamii
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2 weeks ago

Onswitch

So the weekend debate today all about
“Grab and go” payments now being trialled by more mainstream retailers
Reported in the iPaper today

So basically you walk in and you walk out with your goods or services
No transaction moment
No tills
No stop to pay
No wait to pay
No call back to pay

So yes you walk in and you walk out with your goods

Of course you are paying as you have self selected on the way in to pay on the way out via the magic of available tech!

So we the profession need a new story about payment

“You wouldn’t expect to go to Tesco and walk out without paying would you? “
That well known Vet team story!

So we the profession have to sort our pre pay process

Pay up front
Agree to pay
Subscribe for all care
Whatever it may be

As when customers embrace “Grab & Go” the profession will need to embrace this simplification on the customer journey too

We need to talk about payment process
Make it clearer
Simpler
More transparent
Easier

What do you think?

Have a peaceful weekend

#OneVetTeam
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Twitter

If you have a moment, we'd appreciate hearing your thoughts! https://twitter.com/OnswitchLtd/status/1450535452432343047

https://www.surveymonkey.co.uk/r/ISFM
We are helping @ISFMcats understand what works for folks when choosing CPD and memberships
Please fill in this short survey and share with colleagues @iCatCare
Thankyou #Cats #OneVetTeam

Just come across this and it is not OK to mock what is a very serious issue across society and in our own profession
Those who mock just do not get it.
Anonymous posting hides open debate too
Debate, discuss and learn
#OneVetTeam

@OpenRoomEvents speaking at an actual event w real people
Weird feeling
VetForumUK talk all about expecting different results when you keep doing the same stuff
So think clients & team
Things you want to be different but you keep doing same stuff
#VetForumUK #OneVetTeam

2

Reviewing Team Track feedback reports
The team free hand comments what we need to do “more of”
This one struck home
It’s all about people always has been
And now more than ever we must invest in people not just shiny kit & equipment
Ask your team
https://onswitch.co.uk/team-track/

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Contact Us

01476 565343

info@onswitch.co.uk