Orthotown May 2019 - 50
2. Consider call routing tools.
Implementing call routing techniques such as a custom phone tree or a
multiring setup is another tactic to minimize or eliminate hold times.
A phone tree is a prerecorded voice that greets callers and asks them to choose
a number that corresponds with a reason for calling. ("Press 1 to schedule an
appointment, press 2 to reach billing. ...") The tool is particularly useful if
your front office staff doesn't handle calls regarding billing and treatment
plans or questions for the orthodontist. Don't let your front desk team
act as an answering service that spends time transferring phone calls;
implement a phone tree to do that for them so they can focus on what
they do best-getting the appointment.
A multiring allows numerous phones to ring at the same time,
and/or ring to more phones after a delay, to increase connection
rates. For example, a multiring could have three receptionists' phones
ring at the same time when a patient calls the office. If none of the
receptionists can get to the caller after three rings, the call would
ring in the back office, where assistants are equipped to help the
caller. Rather than letting the phone ring until it hits a voicemail
or being placed on long holds, other team members can handle the
call to ensure every patient is helped in a timely manner.
3. Hold staff accountable for proper phone etiquette.
When members of your staff answer the phone, how do they greet
your patients? Is it a short "Please hold"? Do they simply say "Hello"? Or do
they take the time to introduce the office and their name, and ask the caller's
name and needs? Training and holding your staff accountable for appropriately
greeting callers helps control their first impression of your office.
Think back to the woman calling into your practice with a broken wire. How
would her impression have changed if the receptionist had warmly asked, "Hi,
this is Amy with Expert Orthodontics. How may I help you? May I please place
you on hold while I pull up our schedules?"
With smartphones, caller expectations emphasize immediacy-information
is literally at their fingertips, and they expect the same immediacy when calling
your practice. To provide a seamless caller experience, practices should implement
tactics to minimize hold times and ensure patients are helped in a timely manner.
Through evaluating call volume and staffing needs to meet peak call hours,
implementing automated call routing solutions and emphasizing proper phone
etiquette, practices can set themselves apart from the competition. Arm your
staff with the availability and skills to provide an exceptional phone experience
to book the appointment and ensure each patient returns. n
50
MAY 2019 // orthotown.com
http://www.orthotown.com
Orthotown May 2019
Table of Contents for the Digital Edition of Orthotown May 2019
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