The Ultimate Guide to Call Tracking For Businesses
Get Even More New Patients From Your Phones Without Spending a Dime More On Marketing
What is Call Tracking?
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).
What are the benefits of call tracking with CallHero?
- 1Uncovers Hidden Profits
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.
- 2Enhance Your Marketing ROI.
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.
- 3Helps Manage and Train Your Staff More Effectively
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.
- 4Winback Patients
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!
- 5Improve The Patient Experience To Get More Patients
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.
Check out this video on How to Use Text to Reactivate Patients:
How Call Tracking with CallHero Boosts Your Profits and Revenue
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 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.
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.
Don’t want your front desk to come off as salespeople when talking to new patients over the phone? Watch this video!
Always Be Improving
With call tracking software you’ll have HIPPA compliant recordings of every call so you can continually improve your patient experience on the phone
Call Metrics You Can Use
Call metrics software shows how every staff member is doing with answer rates, booking rates, and other metrics. You’ll know who needs extra training, in what skill and with which phone script, and who and when to reward
Zero Data Entry Required
Conversation analysis software uses voice recognition technology to identify who takes each call and why a booking didn’t happen, so you can target your training to each individual
Marketing Campaign Tracking
Each marketing campaign can use a unique tracking phone number so you’ll now exactly how much revenue is coming in from each source – Google, Facebook, print, cdoctors email, referrals, direct mail, etc
Set Meaningful Goals
Call metric data empowers you to set clear goals for answer rates, booking rates, winback rates, and more – for each staff member, each specialist, each shift, and each location
Winback Lost Patients & Missed Callers
Easily listen to recordings of missed or lost patients to follow up and win them back. You can know each team member’s success rate and the revenue they’ve earned.
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.
How Does Call Tracking Work With Call Hero?
You create what's called a tracking number, which is basically a fake number that you put on your ad. When a person calls the tracking number, it will automatically forward the call to your real number. This allows your call tracking software to track everything. If you use a call tracking software like Call Hero it will not just tell you how many calls you’re getting from a specific advertisement but also if they got answered and got booked.
Call Hero also tells you what your cost per call is and cost per assessment so you’ll know exactly whether your advertising is working or not.
You can put your tracking number on anything Facebook, Google ad, number on a prescription pad from a doctor, a brochure, yellow pages, and anywhere else you’d like to know if it’s working or not. Whether you should invest more time and money or not.
Even whether a specific ad generates a high-quality patient. You see, not all ads generate the same type of caller. Some ads you may pay more per call than another ad. But that more expensive ad generates more bookings than the other ads at half the cost. So it gives you a much better ROI. Call Tracking lets you know which ad is producing the most bookings at the lowest cost so you can get rid of the ads that are wasting your money.
This is important because most marketing agencies’ goal is to get you the most calls at the cheapest cost. Even if a lot of those callers are just tire kickers and don’t lead to bookings. They know that’s the only metric most clinic owners measure.
But savvy clinic owners use call tracking to know with certainty how much that specific ad costs to get a booking so they can hold their marketing agency accountable.
CallHero gives you the key metrics you need right at your fingertips so you never have to guess if your advertisement is making you money or losing you money.
Also, these tracking numbers can be placed in a static or dynamic way.
- 1Static Call Tracking: You generate a unique call tracking number and place it on your Facebook, Google, Instagram, yellow page, or have one for each doctor referral.
- 2Dynamic Call Tracking:
Works by placing a small piece of tracking script on your website. then when a visitor visits your website. The phone number will dynamically change for each visitor based on the marketing source/ad they came from. So you'll know exactly if they came from your google ad, Facebook, doctor referral, yellow pages, etc.
How Easy It Is To Set Up Call Tracking?
If you're not tech-savvy. No worries because most call tracking systems are designed to be set up in minutes without any technical skills whatsoever. You don’t need to hire any website developers or designers.
Do I Have To Tell The Caller I’m Recording Them?
When someone calls your clinic, they will be greeted with a voice prompt to quickly let them know that they will be recorded. You can easily customize this message inside of Call Hero. If they ask to not be recorded you can simply press a button to stop recording instantly.
Now when you call someone we only record your staff speaking and not the other person on the line. This way the caller doesn’t have to hear the recording prompt when you call them.
Call Hero is 100% Hippa compliant. We built Call Hero from the ground with privacy as our #1 priority and everything is 100% secure.
Who Uses Call Tracking?
Small, medium to large clinics utilize Phone call tracking software to improve their booking rates. Also to consistently improve the patient experience by constantly improving how they answer the phones.
Turn “Lost” Patients Into Appointments
It’s a fact, most clinics leave a lot of money on the table by not calling back people who didn’t leave a voicemail or who said I’ll you back.
Call hero allows your front desk to easily identify missed calls from new and returning patients. So your front desk can call them back. Plus gives you a proven phone script to use that converts up to 40% of missed calls.
Book More Patients Each Week With Call logs
Call logs show you calls that weren’t booked. Then you can quickly go through them to see what exactly happened.
For example, you see that there is a bad call you want them to work on. You'll know exactly why they didn't book. For example price. you can flag the call and see who took the call. Listen to the recording. Then send them a message through the dashboard with a proven price script so they can get better on their very next call.
Now you know with certainty what actually happened on the did not book calls. Instead of relying on what your admin said what happened based on their point of view.
Recognize Your Team For Great Work
Whether you want to use call tracking for Doctors / Physicians, call tracking for Physical Therapists, call tracking for Chiropractors, or call tracking for Massage Therapists make sure it has everything you learned above when searching for the right one for your business.
CallHero is used by physical therapists, chiropractors, dentists, doctors, and other healthcare clinic owners
Your call tracking app will give you a tracking number in your area code that you place where you want to track phone calls. Once they call the number, it automatically goes to the call tracking app and then forwards the caller to your real number. All this happens instantly. This allows the call tracking app to gather all the data and tell you exactly where they came from.
Call tracking provides accurate data on what campaigns are driving the most phone calls, bookings, and gives you the best return on your investment. So you never have to guess if your marketing is working or not.
When someone visits your website and calls your number. Call tracking lets you know if they came from your website.
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"