Start implementing call tracking metrics into your practice ASAP to improve its success.
As a dentist, you have far more things to worry about in your office than marketing and employee performance
Like – caring for your patients and looking into 30+ mouths a day, for one thing.
I’m sure that you can still agree that marketing success and performance management are imperative areas for your practice’s success.
This is where utilizing call tracking services come in handy to serve and partner with your practice.
So what exactly is the value of using call tracking for your dental office?
I’m glad you asked.
Improve your marketing spend
One of the easiest and most straight-forward reasons that people and businesses invest in call tracking is to ensure that they are spending their marketing dollars wisely.
By using unique tracking numbers on each of your different marketing pieces (website, direct mail, newspaper ads, etc.), you can easily view which campaigns are receiving the most phone calls, leads, and appointments. By investing more dollars into the marketing sources that are working, and less (or zero) into ones that aren’t, you will improve your spend without wasting precious marketing dollars.
Be “in the know” of the front office’s new patient phone call handling
When you’re busy running from room to room to work on patient’s oral surgeries, check on patient’s teeth during their regular appointments with the dental hygienists, and much more – you don’t have much free time to check in with your front office staff to see if their work performance is up to par with what your practice requires.
With call tracking, you don’t only have access to view your marketing campaigns’ success, but your employees’ success as well. You can view front office staff’s appointment conversion rates, see what times of day you are getting the most calls, and who is most successful on the phone – as well as listen to audio recordings to really learn how employees sound on the phone with your current and potential patients.
Use call recordings for employee feedback, engagement, and training
So you now have the ability to know what is going on up front while you’re working with patients – now what?
How can you use these call recordings and call tracking reports to help your practice?
When you’re able to listen back to your front office staff’s phone calls with new and returning patients, you can actually use them for internal improvement.
Have gatherings with your staff to go over what they are doing well or what they should be doing differently on the phone, and utilize the call recordings and reports in annual reviews and regular team or one-on-one meetings.
Improve front office staff phone skills with call coaching
Depending on your call tracking service, you can implement your own internal call coaching for the phone handlers, or with a company like CallSource, you can utilize third-party call coaching to supplement your team.
You’ve analyzed what’s going on. Now the second part is call coaching (or the actionable side of this equation) to correct and improve any opportunities over the phone. Much like Newton’s First Law of Motion: An object will remain at rest, or uniform motion in a straight line until acted upon by an external force. Without a call tracking and coaching provider, the practice will continue to improve, remain the same, or decrease at the same rate until acted upon by an outside force.
Take hold of your online reputation
You may not think of “online reputation” when you hear of call tracking services, but a full-service company will assist you in bettering all aspects of your business.
By using an online review platform that aggregates all of your online reviews in one space and easily lets you request reviews and reply to submitted reviews, you can stay on top of your online reputation.
Why is this important?
When someone is choosing a new practice, whether it be for their or their children’s dental needs, orthodontic needs, or oral surgery, they will want to be sure that who they are choosing is trustworthy, reliable, and good at what they do. One way that people are finding this out now more than ever is on the internet – through online reviews.
Ready to take your dental practice to the next level with CallSource call tracking, performance and reputation management? Contact one of our representatives today to learn more.