The Ultimate Guide to Call Tracking Metrics For Businesses
Get Even More New Patients From The Calls You're Already Getting
What Is Call Tracking Metrics?
Call Tracking Metrics allows you to get the maximum number of patients from your phones and avoid wasteful advertising.
It does this by giving you a complete overview of where patients are leaking from how many calls you missed, answered, booking rate, and win-back rate.
Armed with this data you can improve on the phone metrics that are low to get even more new patients from the calls you're already getting without spending a dime more on marketing.
There are many more benefits on why every clinic should use call tracking metrics...
5 Reasons Every Clinic Should Use Call Tracking Metrics
- 1Uncovers Hidden Profits
Most clinics leave a lot of money on the table by not tracking the exact hour and day when their front desk is missing the most calls. Call tracking metrics tells you exactly hour by hour, day by day when your calls are being missed. So you can more efficiently manage staff hours to prevent new patients from slipping through the cracks.
- 2Improve The ROI of Your Marketing Campaigns
Without Call metrics you have no idea which ad is generating the most new patients at the lowest cost. Plus whether you have a marketing problem or your front is not performing well on the phones.
Call tracking metrics works by giving you tracking numbers that forward to your real number. Then you can place this tracking number on your Facebook ad, Google ad, referral pad, yellow pages, etc. So you know with certainty which advertisement is generating the highest return on your investment. Then you can shift marketing dollars to what's working and away from what's not working.
- 3Tells You Exactly Why They Did Not Book
If you use Call Hero it will automatically tag the call with the specific did not book reason using advanced speech recognition technology.
Then you can see what objection is causing the most did not books. So you can more effectively and efficiently train your front desk to handle it right the next. Or give them a proven phone script for that specific objection.
For example, say your call tracking metrics tells you that 80% of did not books reason was price. Now you know that you need either tweak your phone script to handle that objection, train your staff better or you’ll know if your front desk is actually using the phone script.
Plus you can quickly scan through all the did not books and listen in on the calls to see what exactly happened. No more he said or she said.
This is a powerful training and accountability tool for your front desk.
- 4Winback Patients You Can't Afford To Lose
If you're not calling back missed calls and appointments. You're leaving a lot of money on the table. Especially since the average patient lifetime value is $500. Call tracking metrics keeps track of all your missed calls or those that didn't book. Plus why they didn't book with advanced voice recognition technology. Then you can use a proven win-back script to convert up to 40% of these callers into patients.
When each win back is worth $500 that can really boost your revenue. In fact, Shafiq uses this strategy to add an extra $57,500/month to his clinic revenue.
- 5Improve The Patient Experience
Call tracking metrics lets you know exactly how to improve the patient experience. For example, say a clinic is booking 80% of patient callers (which is a good number because most clinics only book 60%.)
But their answer rate is only 71%. Now they know they need to fix this to improve the patient experience and get even more patients from their phones.
Without call tracking metrics, they would never know how to improve the front desk experience.
Check out this video on How to Use Text to Reactivate Patients:
How Call Tracking Metrics Boosts Your Profits and Revenue When Used With Call Hero
After owning 127 clinics doing $83/million a year and consulting with hundreds of clinic owners I discovered one thing.
Clinics don't have a marketing problem they have a front desk problem.
Some time ago I phone tested two physical therapy clinics (PT) in the same area of town.
They were very much alike, these two clinics. Both had one Physical Therapist on staff, spending about the same on advertising, and getting the same number of calls per month.
But there was a difference. One clinic got 47% more new patients per month than the other PT clinic from the same number of calls. Had a thriving practice.
But the other clinic was struggling to keep the doors open even though they were getting the same number of calls.
What Made The Difference?
It wasn't that one clinic had better brand recognition, better marketing, or celebrity endorsements. The difference lies in using Call Tracking metrics.
When I phone tested these clinics, the call tracking metrics were completely different.
The struggling Clinic Owner was spending $1000 on advertising per month that generated 20 new patient phone calls.
Their front desk answered only 14 of them - 70%.
And booked just 8 of them - 60%
There cost per new patient was a high $125
While the thriving clinic spends $1,000 a month on advertising and generated 20 calls on average per month.
But they answered 19 of them - 95%
Booked 15 of them - 80%.
And their cost per new patient was only $67. Half of the cost of the struggling clinic.
You see, the thriving clinic owner reviewed his call tracking metrics every week to constantly keep an eye on them and make sure his staff was booking 80% of callers and answering 95%. This kept his staff accountable for their numbers.
But the struggling clinic owner didn't and thought his staff was doing a good job on the phones. Just thought he had a marketing problem, but in reality he had a front desk problem.
Luke Fernandes increased his booking rate from 60% to 80%. How much more revenue would that mean for your clinic?
Allison Guercio boosted her monthly revenue by $2500 using CallHero.
Jason Bellefleur’s phone answer rate rose from 74% to 95%.
Katie White’s massage clinic boosted her revenue by $72,000 in 8 months.
Many more clinics of all types are using CallHero to achieve similar results. See more reviews here.
The Top 4 Call Tracking Metrics Every Clinic Must Track
The most important call center metrics to track for Dentists, Doctors / Physicians, Physical Therapists, Chiropractors and Massage Therapists.
- 1Answer Rate: the number of calls you're getting divided by the number of calls you answered. The goal is a 95% answer rate.
- 2Booking Rate:
the number of new patient opportunities booked. Not all calls are from new patients so this number just includes the booking rate of new patient opportunities. The goal is an 80% booking rate
- 3Missed Calls
- 4Win Back Rate:
the percentage of patients who said I'll call you back or didn't leave a voicemail that you call back and convert. You should strive for a 20% win-back rate if your front desk does it and 30-40%, if you have a clinician, do it using the proven script from the Call Grader Test.
How Does Call Hero Track My Phone Call Metrics
Call Hero gives you a tracking number that forwards to your real number. You place this number anywhere you want to track. So when someone calls the number they will be automatically forwarded to Call Hero then to your real number instantly. Your patient doesn't notice anything different.
This allows Call Hero to track all your answer rates, booking rates, win-back rates, and missed calls from each of your admin.
Even how much it cost you to get a new assessment so you can track your advertisements much more effectively.
How clinics use tracking numbers is they place the tracking number on their Facebook ads, google ads, brochures, prescription pads from other doctors, yellow pages, and anywhere else.
Then they know exactly where their patients are coming from. How much it cost to get a new caller and how much it cost to get them to book from a specific advertising medium. Armed with essential data they know which ads to stop spending money on and move their advertising money to another ad that’s performing well.
Also, here's a big secret that most clinic owners don’t know. Not all callers are equal. Some ads generate more callers at a lower cost than others but the majority don't book. Resulting in a much higher cost per new patient.
While other ads generate a higher cost per call but half the cost to acquire a patient.
Without Call Hero's Call Tracking Metrics, you would have no idea which ads are producing the lowest cost per booking and which ones are bringing in callers who waste your front desk’s time.
This way you can cut the losers and move more advertising money to the winners to give you a much better return on your investment.
Is Call Tracking Metrics Easy to Set up?
Yes, if you use Call Hero all you have to do is choose a phone number, choose which number you want to forward calls to, and plug in the Call Hero box. Then it will start tracking right away. You don't need to hire any website or programmers to set it up for you. No tech skills are required at all.
Do I Have To Tell Them I'm Tracking The Call?
When someone calls your tracking number they will be greeted with a quick voice prompt to let them know that they will be recorded, just like if you were calling your bank. After, they will be instantly forwarded to your clinic number.
If they don't want to be recorded all you have to do is click a button to stop recording for that phone call.
Now If your staff is calling them, then there will be no voice prompt to let them know they will be recorded.
Call Hero was built from the ground up to be 100% secure and Hippa compliant.
Who Uses Call Tracking Metrics?
Small and medium-size clinics use call tracking metrics to ensure they’re not letting any patients slip through the cracks and ensure they get the highest ROI from their advertising.
Here's What You Get with Call Hero
Discover Hour By Hour, Day By Day When Calls Are Being missed.
So you can more efficiently schedule staff hours around the busy times to avoid lost appointments.
Enhance Your Marketing ROI
Know exactly how your marketing is performing from how many calls the ad generated, how many of those booked from that ad, and what your cost per booking is from that specific ad. So you can pinpoint exactly which advertisements are producing the best ROI and cut your losers.
Winback "Missed" Callers
Easily view missed calls and did not book so you can call them back to win them back.
Maximize The Number of New Patients From Your Phones
Get instant access to proven phones scripts to save lost appointments inside of Call Hero Academy to hand off to your staff. Covers every objection they will face even prevents self discharges, or cancellations.
Call Tracking Logs to Book Even More Patients
Uses advanced voice recognition technology that tells you exactly why they didn't book. Tags the call for you with the specific did not book reason so you can effectively train your staff to handle it right the next time. No more sifting through hundreds of calls.
Improve The Patient Experience
Tells you exactly where and how to improve the patient experience on the phones. How each admin is doing on the phones (their answer rate, booking rate, win back rate) so you know who needs some help or who to congratulate.
Winback New Patients Who Did Not Book With You
How many calls do you get each month from callers who didn't leave a voicemail or did not book on the phone?
In fact, most clinics that use Call Hero's Software get an extra 2 new patients per week. When the average lifetime patient value is $500. That's an extra 1,000 per week and $4,000 per month in additional revenue.
CallHero tells you exactly who you can win back with no extra staff time or listening in on calls.
Check out how much more revenue clinics are generating with Call Hero's Win Backs
new landing page will give away the phone script
Can You See Why So Many Clinic Owners Just Like You Are Using CallHero?
"I made $17,000 in winbacks and my admin staff loves it"
"I made an extra $2500/month because of CallHero"
"By using winbacks daily, I'm seeing big revenue gains across my 20 clinics"
"I'm able to implement a system to easily track every new patient that does not book"
"I made $8,000 this month using CallHero and I don't miss phone calls anymore."
"Now we can track my front desk phone performance across 3 my clinics"
"Now I can hold my front desk accountable for their conversion numbers"
"I made an extra $15,000/month because of CallHero"
"I love how I can listen to recorded calls to help coach staff to book more patients"
"I increased my booking rate from 60% to 80% with CallHero"
"Within a few months my answer rate jumped from 74% to 95%"
"I made $72,000 using CallHero in the last 8 months at my massage clinic"
Frequently Asked Questions
You can have as many as you want with Call Hero. They are included in your subscription.
You simply place your tracking number in where ever you want to track such as facebook ad, google ad, etc. Then the person will just call the number like any other number. The call will be instantly forwarded to your real number.
Only that you are recording them. They will be greeted with a voice prompt to let them they will be recorded.