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Practice Communications Assessment
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August’14 Call of The Month Evaluation

Please listen to the call, and then read our Evaluation.

» Click here to listen to August’s call

 

Call Analysis and Recommendations

For this month’s Call Evaluation, we listen to a practice’s outgoing message (OGM) also known as voicemail.

TAFI™ Masters know that it is important to ensure each touch point with a prospective patient effectively demonstrates caring and respect for the patient and his/her time.

Because, as we like to say, first impressions don’t always wait for you to make them, you want to be sure that, when prospective patients call after office hours, they are treated with the same respect and caring you deliver when speaking with them directly.

The first thing you will note is the options presented to the caller – ideally, these choices should be offered to callers by a ‘real live’ human voice.

While the recording is pleasant and employs effective use of inflection, the next thing to note is that it requires seven rings, and a full 70 seconds (one minute, ten seconds), before the caller is able to leave a message. The optimum length for an OGM is 25-40 seconds.

Here’s an alternative outgoing message:

Hello and thank you for calling …. Where [e.g.]
we’re improving the health of our community, one patient at a time*,
and apologize we cannot take your call at the moment.

Please leave your name and telephone number so we can return your call
and give you the attention you deserve.

If you are experiencing any discomfort, we’re concerned, and invite you to
[your emergency contact protocol here]

Thanks again for calling… and make it a wonderful day!

*Your Tagline Is: an expression of your Ultimate Value Proposition

This OGM can be heard by a caller in less than 30 seconds, and pretty much covers all that is important to a patient.