How To Listen To 10 First-time Phone Calls in CallRail

Phone calls are an immensely important part of acquiring new patients in the dental industry. After scoping you out online, a potential patient’s call to your practice is where they will form their first interaction-based impression of you. These interactions between potential/existing patients and the front desk must be of the highest quality.

As explained in the Marketing Box 1.0, CallRail is a service that records, tracks, and manages your phone leads. If you installed CallRail as instructed in the first Marketing Box, you should have a few calls to listen to by now. If you haven’t yet set up CallRail you should go back and do this now. Remember, you could be doing everything right with your marketing, but if there is an unseen problem at the front desk with incoming calls, it could be negating your efforts. 

Why It’s Important To Regularly Listen To Calls In CallRail

Phone calls are an immensely important part of acquiring new patients in the dental industry. After scoping you out online, a potential patient’s call to your practice is where they will form their first interaction-based impression of you. These interactions between potential/existing patients and the front desk must be of the highest quality.  

One of CallRail’s most important features is that it allows you to record both inbound and outbound calls to capture every conversation between your team and your patients. Recorded calls help you gather valuable feedback, as well as understand the types of questions your patients ask when they contact your dental office. Most importantly, listening to calls allows you to assess how your team is interacting with those calling in. You can then provide tailored feedback to individual employees to ensure they each provide only the highest level of professionalism and warmth when someone is contacting your practice.

In short, with call recording, you will know exactly what happens when patients call your practice and you can use this information to better optimize training, marketing campaigns, the customer experience, and more.

How To Listen To Calls In CallRail

Each recording is available to review in your call log. You will also get email notifications after a call ends. Here are a few easy steps for how to view and sort your recordings:

  1. Sign in to your CallRail account (If you have multiple accounts due to having multiple locations, be sure to select the appropriate account).
  2. You will immediately be brought to your home page. Simply scroll down to find your list of calls. Here you will also be able to sort recordings. The video tutorial in this task further explains how you can sort your recording to get the best results.
  3. Hit play on the call you wish to listen to.

What To Listen For When Analyzing Calls In CallRail

  • What are questions frequently asked by callers?
    If you hear that the same questions are being asked, such as “Where is your practice located” or “What type of dental work do you offer,” there will usually be a reason for it. This might be that your marketing efforts are not communicating certain information efficiently or that information is missing from your various platforms.
  • How long are callers being placed on hold?
    It is important to not keep potential or existing patients on hold for too long as they may get frustrated. This reflects badly on your dental office. CallRail allows you to identify if any of your employees tend to place callers on hold for too long, and this should be addressed as soon as possible.
  • Is the front desk answering calls promptly and maintaining the expected level of professionalism and friendliness when interacting with patients?
    When a potential or existing patient calls your practice, the person answering the phone becomes the sole representation of your brand. As mentioned above, it is of the utmost importance to make sure the individual answering the phone does so in a welcoming, warm and friendly manner. 
    Even if a patient is not maintaining a friendly demeanor, your team member on the phone must in order to ensure your good reputation. Use CallRail to observe the behavior of your team, determine if they are following the scripts, see whether they are collecting the right type of info, and observe if they have the right energy, tone, professionalism, and confidence to be answering calls. If not, you will need to replace them with a team member that can.
  • Do you have missed calls?
    There is a “missed calls” option with CallRail. No office is perfect and some have missed calls, but we want to make sure you are there when the phone rings. If, however, you do have some missed calls, try to identify if they are happening during office hours, why calls were not answered, and how you can prevent this in the future. To access your missed calls, select “Reports” at the top of the page, then click on “Missed calls” on the left side of the screen.

What You Can Do To Improve The Quality Of Interactions

If, after listening to your first round of calls in CallRail, you realize your employees need help interacting with patients, here’s what we recommend when answering calls:

  • Promptly answer calls.
  • Introduce yourself and your business, slowly enough for them to understand.
  • Always speak clearly.
  • Be warm and welcoming.
  • Never speak over the caller.
  • Do not use slang or buzz words.
  • Ask before you put the caller on hold.
  • Keep hold times short.

If you hear employees forgetting what to say or struggling to answer specific types of questions, here are suggestions in handling price shoppers, converting patients, asking for referrals, and answering the “do you take my insurance” questions: 

Alternatively, you can also create a call script that will help your employees when interacting with incoming calls. Here are is an example, courtesy of the PFDM Client Services Team:

That’s it for now! Keep listening to your calls in CallRail regularly as it’s the best way to understand how existing and potential patients are interacting with your practice, and how your practice is interacting with them. In Box 3 we will discuss how to use CallRail to track where calls are originating from to strategically adjust your marketing efforts, so stay tuned!