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

1 week ago

Onswitch

Alison has been in Bulgaria with Small Animal Vet colleagues from across Bulgaria

It’s great to meet and chat with folks who care for patients in other countries and we all learn something from this knowledge sharing

The local beer is very good and much needed after 4 hours of lectures about caring for people with pets to get to good patient outcomes

It’s also quite a bit warmer than the U.K. usually is !

So big thank you to the BASAV for the invitation and hospitality and thank you to the translators for making it possible

And thank you to BSAVA and WSAVA for enabling attendees to access the invaluable BSAVA Manuals on line…. Make sure you look at the Practice Management one - (needs a refresh Carole Clark and Marion Chapman !)

#Collaborative
#OneVetTeam
#Colleagues
#PatientOutcomes
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2 weeks ago

Onswitch

So it’s a been a busy few weeks for Team Onswitch

And we took a break from social space as quite frankly we had stuff to do!

The world has opened up and all the conferences and projects and research are all happening at the same time !

So here is a taster of the recent congresses from around the world

It’s been good to be face to face again and it has added to the virtual connections, so a new world of fusion learning and debate

Learning is now more accessible with online and remote formats, so made us think about what is the point of an attendance event?

Discussed today at the Proveto Utrecht Vet event - great fun as always

So if a speaker ( in this case Alison ) is actually there ,what is the reason to go and listen versus doing a webinar or online lecture ?

Our view is it’s about the stuff you didnt know you needed to know - the new thoughts, ideas and the deep meaningful and controversial stuff

Face to face means we can debate in a safe space those topics that are never in the webinars as you can’t get the deep connection to robustly debate issues

After all what’s the point of hearing the same stuff again and again and again

Face to face is more focussed and stimulates debate and questions

Well that’s our view … what’s yours?

Why attend an event at all?

#OneVetTeam
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Twitter

@OnswitchLtd New phone system going in over the summer -- I'll ask now that in the speck they make sure we can gather that data! Gather the date, get my facts, make sure we are resourced and then train the team! cheers

That time of year
Strawberries massive crop so jam is the answer
Repurposing of jam jars every year
And jam will last for ages
Grow your own
Buy local
Eat seasonal
Plan ahead
#GrowYourOwn

2

Arrived in Bulgaria for the small Animal event. Great to see access to @thebsava manuals for delegates made available at no charge as part of a support package to help vet colleague here via @VetsWSAVA
Management manual will be due an update 😉
#OneVetTeam #Colleagues

2

Thankyou to @pru_west for alerting us to this fab looking 3 days
Booked👍
This is what we need to be debating right now
https://www.thebritishacademy.ac.uk/events/british-academy-conferences/constructing-and-contesting-veterinary-expertise-professionals-publics-and-prospects/

Good question
Culture
Hidden curriculum
We change the world when we change what we do = need to admit we need to polish ,flex ,modify and change a few words
Need feedback loops
Few vets like feedback loops, essential for awareness raising and change
#Feedback
#ConsultCoach

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Contact Us

01476 565343

info@onswitch.co.uk