When dental practices think about growth, the focus is usually on bringing in more patients. Marketing, referrals, new services. All important, but there is another part of the practice that has just as much impact on revenue and often gets overlooked. The phones.
Every day, patients are calling in ready to book. Some of those calls turn into appointments. Many do not. Until recently, there has been no easy way to really understand why. Most dental phone systems are built to route calls or record them, but very few help you understand what is actually happening during those conversations.
As a practice owner, you might have a general sense that calls are not converting as well as they should. Perhaps you suspect that certain team members have stronger skill sets when it comes to communicating on the phone, but without clear data, it is difficult to pinpoint the issue or know how to fix it. Oftentimes, we have found that this is why coaching front desk teams can feel frustrating. Most dentists and office managers do not have time to listen to hours of call recordings. Feedback becomes subjective, and it is hard to give someone clear direction on how to improve when you cannot see the full picture.
