Looking to enhance the customer service at your Dental Practice? This post is going to outline 7 things that your company can do to improve your caller experience when patients call your practice…
7 Ways to Improve Caller Experience at your Dental Practice:
01. Call Queuing
Rather than be directed straight to voicemail, allow your callers to wait in a queue to speak to a member of your staff. Why does this matter? 85% of people won’t call back. Should this caller be looking to have their teeth whitened or enquiring about Invisalign treatment, this could be a large opportunity missed and later utilised by one of your competitors.
02. Call Recording
Never ring a patient asking for the same details again. This feature comes in particularly handy if you didn’t get the chance to note down a patient’s appointment time or forget any of the details they told you over the phone. It allows you to listen back to calls and retrieve all information yourself without having to bother your patients, and risk appearing unprofessional.
This feature also has another great benefit; you can use your old calls to help train new members of staff. Allowing staff members to listen to old calls is a great way to teach them how your dental practice expertly deals with patients on the phone, so that they are able to deliver the same levels of service from their first call.
03. Call Logging
Assuming a caller doesn’t leave a voicemail, do you have any way of checking who phoned your dental practice so that you can get back to them? This feature allows you to see all missed calls and get back to the callers at the touch of a button so you don’t miss out on any opportunities. This means you can get back to any patients (current or potential) as soon as physically possible, and help with whatever they are enquiring about.
04. Computer Telephony Integration (CTI)
Add a personal touch to your calls by greeting people with their name. Computer Telephony Integration allows your phone system to be linked to your dental software, meaning when a patient rings the practice, their details and file appear on screen. This not only saves them time that would have been spent identifying who they are using a date of birth or address, but adds an air of professionalism to the running of the business. At the time of writing this post, our phone systems currently integrate with Pearl, Dentally and Software of Excellence to name but a few.
05. On Hold Marketing
It is inevitable that callers will end up on hold. Providing music or specially recorded messages is a great way to pass the time, rather than your caller sitting in silence or listening to beeps.
Set yourselves apart from other dental practices in your area and entertain your callers whilst they wait. Why not tell your callers about your latest offers or promotions or the history of your practice. Or any awards your company has won or your current opening hours.
After calling your practice, having a digital receptionist (or auto-attendant) to greet your patients is a fantastic way to ensure callers are being put through to the correct extension right away. This creates a more professional experience for the caller and also means that no time is wasted redirecting calls. This is also a great way to filter out calls simply asking about opening hours. This can be included within the script, saving both your callers’ and your receptionists’ time.
07. Call Transferring
Should another member of your team be better suited to answer a query, call transferring allows this to happen seamlessly. Stop having to physically pass the phone to a colleague. This has its greatest benefits in practices that are spread across multiple floors or large premises.
There are many ways to improve your callers’ experience to your dental practice. From keeping them entertained whilst on hold to personal greetings, Yo Telecom are here to help you WOW your patients.
We offer all of the features mentioned in this post to our customers and would love to provide them to your practice too.
Let us help you increase your success, drop your details in the form below and we’ll be in touch!