Improving Inbound Call Closure Rate
Are you wondering how to improve admissions to your addiction treatment facility by improving your inbound call closure rate? Here are some great tips for you on the best call answering tactics to follow at your treatment center.
Pay Attention to Key Performance Indicators
To improve you call closure rate, you need to take a good look at how well each member of your admissions team is handling calls. A few key performance indicators (KPIs) you should be monitoring on a regular basis include:
- Knowledge of your facility
- Each member of your admissions teams needs to be knowledgeable of your center and know what services, treatment programs and modalities you offer. No one likes to be put on hold while you look up the answer to their question – this can result in dropped calls and lost business.
- Accurately identify the callers needs
- Identify the caller’s paint point. Why are they calling and who are they calling for. Are they looking for drug or alcohol addiction treatment options or a dual diagnosis facility or a treatment center in Arizona?
- Quickly build trust and rapport
- Every caller wants to know you actually care about their problem. Robotically reading off a prepared script doesn’t come across as being genuine. Scripts are helpful as a reference tool but your team needs to hold real, authentic conversations with the person on the other end of the phone.
- Close the deal
- Refer the caller out to another center if they aren’t the right fit for your facility or
- Admit them into treatment at your center or
- Arrange for them to go to detox if that’s what’s needed before they can enter your facility.
Pair Up Members of Your Admissions Team
By using the buddy system, you can have pairs of agents sit together and monitor each other’s calls. Have them take turns with one agent answering calls as the other observes how that agent responds to callers. Writer Daniela mentions the benefits of the buddy system in the article 4 Clever Ways to Drive Call Center Performance and says, “We all deal with conversations differently, but that doesn’t mean that one way is better than the next. This is such a simple approach that not only creates camaraderie, but it also educates agents and builds confidence.”
Share Best Practices with Your Admissions Team
Monitoring calls ensures that every agent is following best practice protocols to help fill your census and improve your inbound call closure rate. In his article 8 Smart Ways to Drive Inbound Call Center Performance David Miller mentions how important it is to implement ongoing coaching sessions, “This ranks as the most frequently missed opportunity to boost call center performance. Ongoing coaching reinforces the skills, techniques, and methods learned in training. Educate agents on the big picture, tell them how they can boost the company’s brand image, and monitor calls in real-time.”
Share best call handling practices with all members of your admissions team:
- Identify a good call with your call tracking metrics.
- Schedule a group coaching session with your entire admissions team
- Playback the call so everyone can listen to how the agent handled the call
- Comment on why it was a good call
- Offer suggestions for all agents to improve their call handling
Call Tracking Metrics from TreatmentCalls.com
There is no need to worry if you aren’t using a system to track and monitor your calls. A good call tracking metrics program will let you listen to, track, playback and monitor all calls coming through your center.
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