Are You Losing Thousands Of Dollars In Practice Revenue? Voic likely costs you 10x what staff coverage would cost

Transcription

1 Are You Losing Thousands Of Dollars In Practice Revenue? Voic likely costs you 10x what staff coverage would cost

2 Are You Losing Thousands Of Dollars In Practice Revenue? Voice mail is probably costing you 10x what it would cost you to pay for staff coverage You might think that voic is a cost-effective solution to your practice s operational needs, but while this may be partially true (calls do get answered), it is probably costing you more than you ever imagined in lost revenue opportunities. Convenience and speed are the attributes of the day. If you have to wait for 10 seconds while Google pulls up a query, you get frustrated. If your cell phone has to search for service you re irritated with that hovering circle of dots. So how many folks enjoy getting a request to leave a voic ? Not many and definitely not new patients, who are often reaching out to you reluctantly. The numbers show why it is imperative to be there when patients call you. Our Telephone Performance Analysis reports have revealed that, on average, roughly 30% of calls go to voic . This is just for the calls we track that means that countless additional newinquiry calls are going to voic as well. You might think that a potential patient will leave a message, but most do not. It s estimated that 80% of callers hang up when they hear a voic message. That call might be the only chance you have to connect with a new patient before they try reaching another dentist. With well over 600 locations, Heartland Dental is a good representation of what is going on across the country. Call Tracking revealed that 39% of their inbound calls were not answered and 68% of new patients DID NOT CALL BACK. 1

3 If you re not currently engaged in call tracking, you may not realize how many calls your practice is missing each day. The numbers are staggering the average solo practice could probably gain an increase in revenue of $20,000, $50,000, or even $100,000 if the maximum percentage of inbound calls were answered live. 5 Tips To Reduce Lost Calls 1. Create a sense of urgency for new patients. We WANT them. Answer the phone live within 1-2 rings. 2. Set goals. Each call should result in a new-patient appointment (not a hang-up or voic message). 3. Train everyone on your team even the doctor how to answer the phone and how to ask for, and schedule, an appointment. 4. Answer live between 8am & 6pm. Do not put voic on over the lunch hour. Stagger lunch schedules. 5. If some calls must go to voic , make sure your message is effective and welcoming. 2

4 Patient News Telephone Performance Analysis scores all calls, including voic , to help you identify dates, times, and content of calls for quick and effective follow-up. One of the most critical and challenging areas for a practice is effective phone handling, and with proper management, call scoring allows business managers to measure team knowledge, monitor tone, language, and script adherence, and ensure that bestpractice techniques are being used in the most professional and engaging manner. Most importantly, it allows you to track and reward progress... leading to a more effective team and greater customer satisfaction. Here s what we found for one client with 227 scored calls. 180 calls were answered live resulting in 91 successful calls a conversion rate of 51% (which we are addressing via Phone Power telephone training). 47 calls went to voic a whopping 21% of calls were missed! That would have equaled a minimum of 24 additional appointments at their live answer conversion rate. Call Scoring quickly brought a dire servicing gap to the practice managers attention, allowing them to implement critical operational improvements. 3

5 STAND OUT Excellent quality, format and focus ensure you are the dentist of choice in your community. IMPROVE Analysis of metrics to drive better results. MEASURE Call tracking, scoring and reporting. There s so much more to tell you about Call Scoring and our Marketing Performance Dashboard. Call one of our dental marketing experts to schedule a demo to get a better understanding of how these supertools can improve your practice performance. IMPLEMENT Design, training and deployment. Call to find out how Patient News helps dental practices STAND OUT with prospective patients and patients-of-record. We re available Monday to Friday from 9am to 5:30pm EST. DEVELOP Needs assessment, demographic analysis & strategic planning. Patient News has been helping dentists grow their practices for more than 22 years. We provide a wide variety of marketing solutions for new patient acquisition and patient retention, which means that we have worked with thousands of dentists, understand your profession, and know that every practice is unique. WPVoic