Telephone performance reporting

What is call coaching?

Our telephone mystery shopping service helps veterinary receptionists hone their skills and deliver a consistently excellent telephone customer experience.

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What is telephone performance reporting?

It’s easy to slip into familiar habits in any job, but answering the phone is one of the most important steps on the customer journey to and through your practice, so it’s vital that inbound calls are managed well.

With Onswitch’s telephone performance reporting, veterinary client care teams can see and hear how they are performing, and how that performance compares with the latest national average. We provide this mystery shopping service to veterinary businesses around the world, where it is proven to deliver:

Improved appointment offer rates
Boosts to team confidence in recommending appointments
Enhanced client experience
Fewer complaints

How does it work?

Our team of pet and horse owners make four calls into your practice at different times of day and on varying days of the week throughout every month. We make four attempts each time, so if our initial calls go unanswered there are a maximum of 16 opportunities to collect feedback each month.

Our callers ask the type of questions your clients would ask, rating the tone and content of the responses they receive against standard parameters.

The data we capture measures:

Percentage of calls answered
Appointment offer rate
Business basics
Levels of information provided
Quality of engagement

Alternatively, if your practice telephony system routinely records calls, you can simply provide a randomly chosen selection to Onswitch for analysis.

What do I get?

Each month you’ll receive a report charting performance against key parameters, along with an overall Onswitch Index score. This is tracked over time and compared with monthly national averages, allowing you to identify and address any developing issues early on.

You’ll also receive your call recordings to use when coaching the team.

We can also help with...

Consultation Skills

Our proven system for structuring consults and enhancing client communication will help you get the most out of those limited minutes in the consult and improve compliance with recommended care plans.

Find out more

Telephone Skills

Our simple, but highly effective, 5 Step process for managing telephone calls with empathy, professionalism and efficiency will transform the way you speak with clients and improve call conversion.

Find out more

HEAR FROM OUR CUSTOMERS

“Just wanted to say a massive thank you for the course - eye opening and so interesting, it has changed the way I think and will handle calls forever”
Camilla ChurchVet and Business Owner, Perth Equine Vets

“Onswitch have been transformative for the structure and management of our practice. We have used them since about 6 months after we opened and we have gone from chaotic disorganised mayhem to chaotic organised mayhem. Exactly the way we like it! Always helpful, always there, they have allowed our business to grow and thrive in a vision that still remains 'us'”
Carly DayVet and Business Owner, Bury St Edmunds Veterinary Centre

“We requested a Business Health Check as we had experienced rather rapid growth at the practice and felt we were losing some direction. Having an outside view of the business have us an honest and real account of where we were, what needed to be done to achieve what we wanted and a framework to support this. We have made inroads into starting processes to improve our ways of working and are enjoying seeing the impact these ongoing developments are already having for our team and our patients. ”
Lucy ButlerAldgate Veterinary Practice

“Onswitch's price checker provided us with some really valuable insights into our competitors and ensured that we were pricing our common procedures competitively. It was really good value and saved us a lot of leg work!”
Ellie LeeBusiness Owner, Manchester Cat Clinic

“We've used the Consult Coach program for a number of years, and find it particularly effective with our early career veterinarians. While filming consultations can be daunting, we find the feedback process is ultimately rewarding and drives positive change. The 7 Steps process gives a clear framework for effective consultations and the personalised feedback helps them improve and gain confidence as well as get better outcomes for clients, pets and their clinics.”
Lindsay EvansGreencross Vets, Veterinary Learning and Development Manager

“Alison's advice has been invaluable both before and after opening our independent small animal practice and helped the practice to thrive. Her wide ranging experience at a national and international level and pragmatic approach are brilliant to give an outside perspective.”
Emily Knight, Business Owner, Wight Vets

“The New Practice Viability Study offered by Onswitch was immensely helpful in starting our new business on solid foundation. Not only did it help me carefully choose our premises but it also opened my eyes to various factors that had never been brought to my attention before. Sophie C and Alison were incredible supportive throughout the entire premises journey and were always available to answer all my questions. I would highly recommend Onswitch's viability study!”
Wojciech WoszczynskiBusiness Owner, Bluebell Veterinary Surgery