In today’s health-conscious and tech-savvy world, it can be hard for physicians to turn away patients asking about virtual visits or blood tests.
However, in order for your practice to maintain the highest level of quality and care, it is important for physicians to have visibility into how their services are performing so they can make adjustments accordingly.
Call tracking is a useful tool that can be used to monitor call center performance and identify areas that need improvement.
By using call tracking, you will be able to get an accurate read on how people are engaging with your services and what you need to do differently if you want higher retention rates. Here are some of the benefits you will enjoy if you implement call tracking in your medical practice:
Monitor Service Engagement
Call tracking provides you with an accurate read on how people are engaging with your services. With call tracking, you will be able to monitor a variety of metrics including the number of calls, phone conversations, and calls per minute.
You will also be able to see how long people stay on the line for and what their issue is. You can use this valuable information to make adjustments accordingly in order to improve retention rates.
For example, if people are staying on the line for too long, you may want to provide them with more information or consult with one of your physicians.
Determine Why People Drop Out
Using call tracking, you will be able to identify the reasons why your customers are dropping out of your service. For example, if you have the opportunity to ask your customers why they dropped out before they leave your office, it will give you a better idea of how to improve their experience.
Understand Which Services Are the Most Difficult to Reach
Are there certain services you are struggling to reach? By using call tracking, you will be able to pinpoint which services have the highest drop-off rates. This is valuable information because it will allow you to make changes in your marketing strategy that will help increase engagement with your services.
Identify Areas for Improvement
Call tracking will allow you to identify areas for improvement within your practice. You can see the number of calls per day and the number of calls that were answered by a live person, automated system, or an answering service. This information can be used to create a baseline so you know what your typical call volumes are.
After you have created your baseline, it is possible to watch trends within your practice. If a particular area is consistently not meeting expectations, you can investigate further.
Call tracking also offers some reporting features that allow you to see which channels are generating the most activity and which ones are not. With this information, you will be able to optimize your marketing efforts and increase retention rates for patients in need of emergency care or urgent appointments.
Maintain a Constant Flow of Prospective Patients
Call tracking is an easy and inexpensive way to prepare for your next appointment. By implementing call tracking software, you can get a clear read on how many people have called in or checked into your appointment online. You will be able to identify trends in your patients’ behavior and can adjust marketing efforts accordingly.
Over time, implementing call tracking software will help you maintain a steady stream of prospective patients as they are able to check whether or not they need an appointment more easily than before.
Set Up Call Tracking in Your Medical Practice
In order to implement call tracking in your medical practice, you will have to make a few changes. First, create a new contact/record in your CRM tool. Next, ask key staff members to report all calls (waiting times, transfers, etc.) into the new contact. Finally, set up call tracking for the record so that you can see performance metrics and optimize your system accordingly.
One of the first steps is setting up a new contact in your CRM tool. This will allow you to have a separate record so that you can monitor how each person is performing versus the overall efficiency of the call center as a whole.
Once these changes are made, it’s time to set up call tracking for the new contact so that you can track metrics like wait times or customer satisfaction scores and identify problem areas or people who need help with certain aspects of their experience at the call center.
Call tracking is a helpful tool that can provide your practice with an efficient and effective way to monitor call center performance and identify areas that need improvement.