Listening back to every call, whether for training, quality assurance, or pursuing mishandled patient calls, can be time-consuming. Spending time listening to every call is tedious for managers and increases the likelihood that unbooked appointments fall through the cracks. Fortunately, AI can save your managers valuable time by providing transcriptions and recaps after every call.

AI call transcriptions provide an easy-to-read call transcript after every call, making it clear what the patient said and filtering out sensitive data such as credit card numbers and insurance information. Your team can save more time by pairing call transcription tools with AI call recaps. Call recaps allow your staff to easily review the conversation, what services were discussed, the quoted cost, and whether an appointment was booked. Plus, AI will even note the date and time of the appointment.

AI Call Recaps and Call Transcription can save your team valuable time they can spend answering phones and following up on missed appointment opportunities.

A great way to audit your front desk's phone handling skills is to call into your practice and experience the process firsthand. Calling into your practice provides insight into any bottlenecks with call routing and allows you to see how well your team handles the phone. However, manually calling into your practice does not paint a full picture of how well your front desk handles calls. This is where AI solutions like Call Box's AI-powered Mystery Shop Scorecard can help.

Call Box's Mystery Shop Scorecard automatically evaluates each unique appointment opportunity and provides your staff with a graded rubric after each call. Call Box's AI mystery shop solution provides objective, yes or no answers that give your staff continuous feedback after every call. Mystery shop allows your staff to quickly improve on the job without needing direct feedback from a manager.

Mystery Shop Scorecard makes it easy for your managers to identify areas where your team needs to improve their phone skills and focus more of their energy on training your staff.

Once you identify the holes in your phone process, it's important to address them with ongoing training. Previously, managers would need to spend time listening back to calls to see areas where their staff could improve their phone skills. While this process is effective, it's tedious for managers to review every call. However, Call Box's AI-powered Call Coaching solution streamlines this process by coaching your staff's phone skills after every call. AI Call Coaching provides actionable suggestions on how your phone handlers could improve at requesting and booking more appointments so staff can see continuous growth in phone handling performance.