Callhero's Call Tracking Tells You Where You're Losing Patients and How To Fix It

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Callhero's Call Tracking gives you complete visibility in how you’re doing on the phones from how many calls you’re getting, missing, booking rate, and win-back rate. So you can identify bottlenecks that are causing you to lose patients and cause your marketing not to work (I’ll show how in a minute).

Call Tracking lets you know when you are getting the most calls and most missed calls during the week.  With these insights, you can pinpoint hour by hour, day by day when your calls are being missed. So you can more efficiently schedule work hours for your staff and avoid losing appointments.

Call tracking gives you all the data you need at your fingertips to increase your ROI from your advertising. it does this with call tracking phone numbers that forward calls to your real number. This allows you to know exactly how many calls you're getting from Facebook, Google, AdWords, referral, yellow pages, etc. Also, how many of those calls booked an appointment. So you can pinpoint exactly which advertisements are producing the most profit and which ones are wasting your advertising money. Then you can shift marketing dollars to what is working and not. Plus if you hire an advertising agency you can hold them accountable for their results.

Call tracking system software gives you the ability to more successfully manage your front desk. It does this by recording calls and even tagging lost appointment calls to let you know exactly why they didn’t book if you use Callhero. You’ll know exactly how well each front desk person is doing on the phones. Their specific answer rate, booking rate, and win-back rate. Also whether they are actually using the phone scripts.

If you use CallHero, it will automatically tag the call using advanced voice recognition technology. So you'll know exactly why they didn't book, the exact objection, etc. Then you can review the call and train your front desk on how to handle it right the next time. No more he said, she said. 

With Call Hero’s Help desk call tracking dashboard you can quickly scan through the call tracking metrics each week to see everyone’s numbers. This lets you know who needs some help instead of having to listen to all calls. For example, Kim is only booking 50%. Then you can tailor your training based on what they need help with. And for those that are doing a great job, you can reward them to show your appreciation. You get what you reward.

How many missed calls do you get each month? With call tracking, you can keep track of your missed calls or those that didn't book. Then you can call these people back with a proven phone script to win some of them back. With a proven phone script that you get from the free  Call Grader Test, you can win back up to 40% of patients who said “I’ll call you back” or didn’t leave a voicemail.

Pro tip: If you have your front desk call them back you’ll get a 10-20% win back. But if you have a clinician call them back we’re seeing a 30-40% win-back rate from our phone scripts.

Even if you just win back 1 out of 10 that’s still $500 (most clinics have at least a $500 lifetime patient value.)

Plus it will help you stand out from your competitors because almost none of them are calling back people. So your potential patient will see that and more likely choose you. In fact, one of my client’s admin was out of the office for a week. They then used the phone script I gave her and won back 20% of people that did not book even though it was a week later.

Watch this video to get the script!

With Call Tracking you’ll know exactly why they are calling and which ad they called from. If they came from your sciatica or back pain ad you’ll know so you’re front desk can prepare. With Call Hero, you’ll get a prompt right when they call you that tells you why they are calling before being connected to your admin. So you can provide a more personalized experience.

The best way to increase patients and revenue is by

IDENTIFYING HOLES IN YOUR CALL FUNNEL AND PLUGGING THEM UP

After owning an $83 million a year Physiotherapy and Chiropractor clinic. As well as a network of 127 clinics. Plus consulting with hundreds of clinic owners.

I discovered one thing. Clinics don’t have a marketing problem. They have a front desk problem.

You see, your front is the entry point into your business. What they say on the first call determines whether they book with you or another clinic down the road.

So whenever a clinic hires me the first thing I ask is…  how many calls are you getting and how many of those new patient opportunities are you booking?

Most spa and cosmetics clinics don’t know these key metrics. So that’s why we first set up Call tracking to give us a complete overview of all the bottlenecks in what I like to call their Call Funnel.

What’s a Call Funnel?

A Call Funnel measures the entire patient journey from the first call to booking. What’s shocking is after analyzing over 2 million phone calls at Physiotherapy, Chiro, Dentists, Doctor, and massage therapy clinics. 

I discovered that the average clinic only answers 70% of calls and only books 60% of new patient opportunities. The top clinics have an answer rate of 95% and a booking rate of 85%. 

That’s the difference between a marketing campaign that’s failing miserably and one that generates a consistent and practical flow of new patients that you can depend on.

Here’s why.

I had one client come to me who thought their marketing wasn’t working.

So I went through their Call Tracking metrics and here were their numbers.

They were spending $1,000 a month on advertising.

Which generated 20 new patient phone calls.

They answered 14 of them - 70%

And booked just 8 of them - 60%

It was costing them $125 per new patient.

I told them your marketing is working but you're losing 47% of patients from your phones. They couldn't believe it and thought their front desk was doing a good job on the phones. Without the Call Tracking data, they would never have known this.

So we put them through the Call Grader Test to quickly boost their booking rate, gave them proven phone scripts, and taught them how to answer more phone calls efficiently.

Also, the call tracking data told us that they were missing most of their calls at 11 am on Tuesday and Thursday. Which they would have never known if they didn't use Call Hero's Call Tracking.  

Armed with this key data allowed them to more efficiently manage their staff’s time at those times by getting rid of things they were doing around this time and moving them to another time.

Also, with Call Hero’s call tracking voice recognition technology it told us the most common objection that was causing people not to book which was price.

So we gave their staff a proven phone script to handle this objection with ease as a few more in a convenient cheat sheet. 

After, they spent $1,000 again on marketing.

Generated 20 calls.

Answered 19 of them - 95%

Booked 15 of them - 90%.

Now their cost per new patient is $67.

They’re getting 47% more new patients from the same number of calls and their cost per new patient was cut in half!

Going from wasting their marketing money to profitable on the first visit. 

And their lifetime patient value is $500. So they're getting $7.50 back for every dollar they spend on advertising. That’s why call tracking is so important especially in today’s fiercely competitive healthcare space.