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 day ago

Onswitch

So one of Team Onswitch need a tooth sorted

Been grumbling on through lockdown and now needs this

So a trip to the dentist
All safe and secure
Full PPE and spaced out appointment for deep cleaning etc

Assessed and recommended root canal work

The next day this arrives in the post - yes actual paper not an email or text or call or chat ......an actual letter

Clearly laid out
To the point
Time bound estimate
With pricing
Very clear and impactful

So made us ponder veterinary estimates for those non urgent work ups and ops

Given the root cause of many difficult situations is mismatching between estimate and final fee this approach is timely and clear
The letter is unusual as many folks dont get letters very often as most communications are text or email or app based

So this stands out
You can hold it
You see it
You stop and focus

So one option for all non urgent procedure is a written and posted estimate ...

What do you think?
It’s clear
It’s also time limited

Worth a ponder ....

Time to have a business health check and see what might help

onswitch.co.uk/business-health-check/

#OneVetTeam
#StaySafe
#Estimates
... See MoreSee Less

View on Facebook

2 days ago

Onswitch

Happy birthday to Werrington Vets🥂

A full year of trading in a pandemic for a new practice and so pleased to see the results so far

Congratulations 🥂

Opening your own practice is a dream for so many people and now is a good time

Even in a pandemic now is a good time to be the local community focussed, service quality led new practice in town!

Understand your local catchment area
Who will join you and why?
What will be your compelling reason to change to you?
Why would anyone leave one good practice to join you?
So understanding the core essential success factors in a new practice is step one

So start with our “Open Your Own Practice” day

Just like the team at Werrington Vets did

Learn what really makes a practice tick and why successful ones are successful
Learn what to avoid doing that so many do!
Next day in February
onswitch.co.uk/product/opening-your-own-vet-practice/
#OneVetTeam
#CustomerExperience
#BeTheBoss
... See MoreSee Less

View on Facebook

3 days ago

Onswitch

So another Tuesday and a
#Shamii moment
#Cats have a way of keeping life very simple
Today #Shamii is doing a bit of a “pre wash” on the remains of a pudding bowl
What do you reckon he is thinking today?
#OneVetTeam
#Cats
#Shamii
#StaySafe
... See MoreSee Less

View on Facebook

Twitter

Time to amend the system of how we deliver Vet care 4 pets
With ongoing restrictions, reduced child care & all round reduced people capacity in the face of ever increased demand
So what would you change?
@theRCVS relaxed under care for Rx in Pandemic -what next to relax?

Awesome
“We change the world when we change what we do”

Small changes
Massive impact
Role model
Be the change you want for others
#OneVetTeam

When a client asks you on web chat or email for a price for an everyday fee ...Tell them!
Please don’t say “ring us”!
Reduce inbound calls means answering everyday fee questions on apps,emails,web chat
Save time
Reduce inbound call
Better still put prices online
#OneVetTeam

Curious reading @theRCVS facts as you do!
Anyone got data on % of these members who are parents of school age kids?
@BritishVets @bvnauk
Can’t find data on how many colleagues are parents
Help
#OneVetTeam
Thankyou

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Contact Us

01476 565343

info@onswitch.co.uk