Managing a high-preforming dental office requires a strategic approach to ensure patient satisfaction, especially when call volumes spike during peak hours.
Our dental call center is designed to handle surges in phone traffic efficiently, ensuring that patients receive timely assistance without long wait times. At Unique Dental Scheduling, we are experts in managing high call volumes and keep your practice running smoothly, no matter how busy it gets.
1. Strategic Coverage Across Time Zones
One of the key ways that we manage high call volumes is by spreading our operations and clients across different time zones. Our team answers calls from 7am-10pm Eastern on weekdays and from 8am-8pm on Saturdays. This setup means that no matter what part of the country your practice is in, UDS can answer calls either before or after open hours covering the prime scheduling hours of 7am-7pm local and before 5pm on Saturdays.
2. Staffed to Manage Demand at the Right Times
We know that certain times of the week are busier than others for dental offices. Mondays often see a surge in calls as patients schedule appointments for the week. Similarly, Fridays after your office closes can be busy as patients try to secure last-minute appointments before the weekend. We also see increased call volumes when your office first opens and during lunch breaks. Our call center is staffed accordingly, with more agents available during these peak times to handle the influx of calls. This strategic staffing ensures that your patients are never left waiting, no matter when they call.
3. Efficient Rollover System
Our call center operates on a rollover system, which means we only step in when your in-office staff needs extra help. If multiple calls come in at once, our team can answer them simultaneously, greatly reducing wait times for your patients. This system is not only more efficient, but it also saves your practice money. Instead of overstaffing your office to handle peak call times, you can rely on our team to fill in the gaps. This approach allows you to maintain a leaner in-office staff, lowering your overhead costs without sacrificing service quality.
4. Optimized Call Handling
We pay close attention to average call length to ensure that every interaction is handled promptly and efficiently. Our agents are trained specifically for dental calls, so they know how to ask the right questions and provide the necessary information without wasting time. This specialized focus allows us to keep calls short while still offering excellent service.
5. Playbook for Success
To further enhance efficiency, our agents use our proprietary Playbook software, designed for dental scheduling calls. Playbook includes all the tools and setups necessary to handle calls quickly and effectively by presenting policies such as insurance accepted, services available, and all key information, along with integrating with the practice’s appointment schedule.
Alongside our bespoke Playbook software, we are proud to specialize only in dental scheduling. Our agents are experts in the field of dental call management and go through routine training to hone their skills. This focused training means they can handle a high volume of calls while maintaining the professionalism and accuracy your patients expect.
Wrapping it up
By spreading our operations across time zones, staffing strategically during peak times, and utilizing an efficient rollover system, our dental call center is well-equipped to manage high call volumes. We optimize every aspect of our service, from average call length to the tools our agents use, ensuring that your patients always receive prompt, professional assistance. With our support, your practice can handle peak times smoothly, improving patient satisfaction while keeping your costs in check.