A ringing phone forces your receptionist to choose between the person standing at the desk and the person on the line. Neither one gets your best. We take the overflow so that choice stops being made a dozen times a day.
The research on this has been consistent for years, and it is worth reading before you decide the phone is handled.
Fewer than four in ten calls to small businesses were answered by a live person.
Waiting 30 minutes instead of 5 to call a web lead back cuts your odds of reaching them by roughly 100 times.
Firms that respond within an hour are close to seven times more likely to qualify the lead.
Most people sent to voicemail hang up without leaving one. You never learn they called.
Working patients call when they are not working, which is precisely when your desk is at lunch or already closed. Those calls are mostly people trying to give you money for an appointment.
A cancellation two hours out is a fixed cost with nothing against it. Filling it means somebody working a waiting list quickly, which is exactly what a busy desk cannot do.
Six-month hygiene, annual reviews, the treatment somebody agreed to and never scheduled. It is the most predictable revenue in the practice and the first thing to slip in a busy week.
A new patient is worth years of visits. They are also the least patient caller you have, because they have no relationship with you yet and a list of other practices on the screen.
This is the part where most vendors wave the word compliant at you. We would rather tell you exactly how we scope it, and then have the paperwork conversation before anything goes live.
By default we work at the scheduling layer: who is calling, what they want booked, and when. Not clinical detail, and not a discussion of anybody's condition.
Calls are handled in the United States and nothing about your patients is sent offshore. That single fact removes most of what makes practices nervous about outsourcing at all.
Anything beyond that scope needs the right agreement in place first. Bring your practice's requirements to the first call and we will tell you honestly whether we can meet them.
The large outsourcers are built to sell seats by the thousand. That model works for enterprises and it is miserable for everybody else. We built Summit for the companies those firms will not take a meeting with.
Your callers reach people in the United States, in your time zone, who understand the reference when a customer mentions the storm last week. Nothing about your customer data leaves the country.
Bilingual on the same line, not a menu tree that dead-ends. If a share of your market speaks Spanish at home, that is revenue most of your competitors are handing back.
No account manager three layers down who has never heard a recording. When something needs fixing you talk to the person who can change it, and it changes that week.
Fifteen minutes. Bring your call volume and your average job value and we will work through the arithmetic with you. If the numbers do not justify hiring us, we will tell you that on the call.
Summit Call Solutions