Top 5 Most Popular Objections to Using Call Tracking in Medical / Dental Practices

Tracking your practice’s incoming new patient phone calls is vital to your marketing strategy. This can be achieved effortlessly by placing a unique call tracking number on all your marketing channels, including your website, direct mail, billboards, etc. This way, you can track how many new patient calls each channel brings to your dental practice. It’s like throwing your marketing dollars into the wind without monitoring these calls.

Call tracking serves several crucial purposes, such as:

  1. Identifying Effective Marketing Channels: Call tracking helps pinpoint which marketing channels provide the best return on investment. Knowing which channels bring in the most calls, you can allocate your marketing budget more effectively.
  2. Call Recordings and Detailed Reports: It provides call recordings and detailed reports on how well your front office team converts new patient calls into actual appointments. This data is invaluable for assessing and improving performance.
  3. Actionable Feedback for Improvement: Call tracking offers your front desk staff actionable feedback, enabling them to enhance their conversion rates and bring more new patients into your practice. Continuous improvement can significantly impact your bottom line.
  4. Managing Call Volume and Coverage: It allows you to monitor the number of missed calls and identify peak call times. This insight helps ensure adequate phone coverage during busy periods, reducing missed calls and potential lost revenue.
  5. Proven Results: Call tracking has consistently helped our clients acquire more new patients with a 100% success rate. This compelling statistic should convince any doctor of its value.

Despite these benefits, we often hear objections from doctors about implementing call tracking. Here are the top five most popular objections and why they shouldn’t hold you back:

Objection 1: My front office team won’t like having their calls recorded.

Reality: Most customer service departments record phone calls for quality assurance, and your front office is essentially in the customer service business. The receptionist is on the “front lines” of your practice, and their role is crucial to your business’s success. Knowing how effectively they convert new patient calls into appointments is imperative. Our clients use daily or monthly call tracking reports as powerful training tools to help the front office team improve their conversion rates. To get your team on board, make them excited about being integral to your practice’s success. Consider offering incentives to achieve specific conversion rates.

Objection 2: It’s too expensive.

Reality: Can your practice afford to miss 40 patient calls a month? That’s the average number of calls practices miss! Imagine the increase in production dollars if you could call back potential new patients within minutes and appoint them. Or, if you could determine your peak calling times and adjust schedules to ensure adequate phone coverage, how much would your bottom line benefit? Call tracking pays for itself many times over by increasing the number of new patients it helps bring in.

Objection 3: We don’t need call tracking; we have caller ID.

Reality: Caller ID is great, but do you always call potential new patients back promptly? Probably not. Typically, only callers who leave voicemails get callbacks, and less than 30% of possible new patients leave a voicemail. They often move on to the next doctor on their list, so by the time you call back, they may have already scheduled an appointment elsewhere. Call tracking provides a systematic approach, with immediate text and email alerts, ensuring missed calls are returned promptly. More importantly, it provides data to develop strategies to reduce missed calls overall.

Objection 4: Won’t have a tracking number on my website hurt my SEO?

Reality: You can use a call-tracking system with dynamic number insertion. This means when a search engine like Google or Bing crawls your website, they see your actual practice number. When a human (potential new patient) visits your website, they know the call tracking number. This method ensures your SEO remains unaffected while still allowing you to track calls accurately.

Objection 5: The only people we aren’t appointing have insurance we are not in-network with or have Medicare, which we don’t accept.

Reality: You might be surprised to learn that many potential new patients are qualified and motivated to book an appointment but don’t for some reason. Often, this is because your front office team lacks the skills to guide the caller towards making an appointment. Through call tracking, your team can learn better ways of interacting with new prospects on the phone and converting them into loyal patients.

To learn more about our call tracking service, contact us at 888-412-8820 or visit www.opportunitytrack.com. Don’t let objections stand in the way of optimizing your practice’s growth potential. Call tracking could be the key to unlocking a steady stream of new patients and maximizing your practice’s success.