Phones
Proven Process.
A client is successful if they are maintaining a 75% phone conversion rate with a <10% unanswered call rate for each location consistently.
New Client
Initial Training
Existing Client
Weekly Monitoring & Reporting
Existing Client
Stable Phone Conversion
Existing Client
Off Track
Existing Client
1:1 Training
Stable Phone Conversion
Existing Client
Weekly Meetings
New Client
Initial Training.
- Before the website goes live, the SMC Phone Conversion Coach will send a video series for the team to watch.
- The baseline for phone conversion will be shared with the teams before go live during the initial training.
- Establish the KPI goal of 75% conversion goal with phone conversion techniques such as rapport build, assuming the appointment, soft-skills.
Existing Client
Weekly Monitoring & Reporting.
- SMC Phone Conversion Coach will meet with the team monthly until the practice has met KPI goals for three consecutive months.
- SMC will provide weekly and monthly updates with their weekly and EOM Conversion Report.
- Daily Unanswered reports will be sent to advise the practice of daily missed calls.
Existing Client
Stable Phone Conversion.
- Once the client has reached the 75% goal AND consistently reaching KPI goals they will move into Phone Conversion Coaching - Ongoing Support. This ongoing support is provided to help with maintaining the 75% goal.
- Provide a check-in with the client, confirm they are maintaining 75% and monthly KPI goals.
Existing Client
Off Track.
- Dig into phone calls and determine why performance may be below KPI goal.
- As an organization?
- By location?
- By individual team member?
- Inform leadership team, CSM, to schedule additional training to establish 75% goal.
