Reception Call Log.indd

The Viva Program is a journey in obtaining knowledge and understanding on the subject of marketing,
how it works and its vital importance to long term business growth.
Copyright © 2016 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. First Printing, 2016


How To Measure & Log Your Conversion Rate
There are many ways to measure or keep track of your office’s conversion rate. There are two methods which are the most simple:
1. Use the incoming “phone id #” that shows up when anyone calls the office.
2. If you do not have “phone id #s” then, at the very beginning of the call, simply ask, “Is it okay if I get your name and number in case we get cut off.”
Keeping Score of Your Conversion
The procedure is simple and is illustrated in the below diagram. The following steps are used to track your conversion percent of new callers:
1. The time frame to monitor new calls is done by the week, over a 7 day time period. This means that your “New Caller Log” is filled out, week by week.
All weekly sheets are retained by placing them in a folder.
2. Use the Call Conversion Log which consists of new caller phone number (diagram on opposite page).
3. Using the phone numbers from your “New Caller Log,” go to your electronic dental software and “search” for the 1st phone number on the list.
4. If the phone number appears in your electronic dental software, then put a
the phone number.
5. When you have checked all the phone numbers from your “New Caller Log” then add the total number of patients that have appointed and arrived for their service.
Note: In searching for a phone number in your electronic dental software, the conversion is only counted IF THE PERSON HAS ARRIVED FOR SERVICE. If they have not yet arrived, the “conversion” is not counted.
a
b by


New Call Conversion Log
New Caller Log
Weekending __________________ Name of Call Converter___________________
Date Phone # Name Arrived No Show
1
2
3
4
5
6
7
8
9
9
10
11
12
13
14
15
16
Note: File this weekly form in a monthly folder. % Converted _______


Call Conversion Log Filled Out
The diagram below illustrates how the New Caller Log is filled out as new callers contact the office receptionist. Most phones today have a “caller ID” that shows the phone number of the person calling. Simply enter the number that shows up on the phone and enter this into the call log. If you also ask the name, then enter the name of the person.
If your phone does not have “caller ID” then simply ask the caller, “Is it okay if I get your number in case we are disconnected?” The new caller will usually say, “yes.”
As seen on the next page, the phone number is used to “search the appointment book software” to confirm that the patient arrived for their appointment.
New Caller Log
Jan 2-7 Alice Fritz Weekending __________________ Name of Call Converter___________________
1
Jan 2
665-3255
Bob Jones
2
Jan 3
665-2522
Greg
3
Jan 3
665-1628
Bety
4
Jan 4
665-6545
Josie S.
5
Jan 4
665-4212
Ann Boyd
6
Jan 4
665-3597
Debbie B.
7
Jan 5
665-1022
Jessica K.
8
Jan 5
665-9866
Bridget S.
9
Jan 7
665-3787
Koko T.
9
Jan 7
665-1124
Armond
10
Jan 7
665-4485
Anna Z.
11
12
13
14
15
16
Date Phone #
Name
A
d No Show
A
ed
r
r
r
r
i
iv
ve
Note: File this weekly form in a monthly folder.
% Converted _6__0__%__
NOTE: The person must arrive for their scheduled appointment before it is counted as a “conversion.”


Procedure for Calculating & Filing Conversion %
Using your New Patient Conversion Log g
phone number for each entry and put a
your electronic dental software and search for the
go
o
t
t
o
oy
by the ones that arrived for their appointments.
b
Note: 7 new arrivals match the New Caller Log phone #s and/or names
14
1
1 Jan 2 1 Jan 2
2
2 Jan 3 2 Jan 3
665-3255 Bob Jones
665-3255
665-1628 Bety
Bob Jones
665-2522 Greg
3 Jan 3
665-2522
Greg
3 Jan 3
4 Jan 4
665-1628
665-6545 Josie S.
4 Jan 4
665-6545
Bety
5
5 Jan 4
5 Jan 4
665-4212 Ann Boyd
Josie S.
665-4212
6
6 Jan 4
665-3597 Debbie B.
Ann Boyd
6 Jan 4
665-3597
7 Jan 5
665-1022 Jessica K.
Debbie B.
7 Jan 5
665-1022
8
8 Jan 5
665-9866 Bridget S.
8 Jan 5
665-9866
Jessica K.
665-3787 Koko T.
665-3787
665-1124 Armond
Bridget Smith
Koko T.
665-1124
665-4485 Anna Z.
Armond
665-4485
Anna Z.
NewCalllerLog
Weekending __________________ NaameeooffCCaalllCCoonnvveertreter_r___________________
Jan 2-7 Date
AAlilciceeFFrirtiztz Arrived No Show
Date
Phone # Name
Phone #
Name
9 Jan 7
9 Jan 7
9 Jan 7
9 Jan 7
10 Jan 7
10 Jan 7
11
11
12
12
13
13
14
14
15
15
16
16
Note: File this weekly form in a monthly folder. Note: File this weekly form in a monthly folder.
% Converted _6__0__%__ % Converted _7__0__%__


Filing the Weekly New Caller Log
Each week the New Caller Log is filed in its monthly folder. Most months will have 4 reports filed in its monthly folder. But some months will have 5 depending on how the weeks fall on the calendar year.
Week 4 Week 3
Week 2 Week 1
Calculating the % Conversion
To calculate your % Conversion simply divide the number of new patients arrived by
the # of New Callers listed in your New Caller Log:
6 10 = 60% Conversion
7
Not1e4: 15 16
665-1022 665-4485
Anna Z.
9 9 10 11 12 13
Jan 6 Jan 7 Jan 8
7 7 7 7 7 7
665-4212
Jan6635-3787 665-252K2oko T. 665-3597
Jan6635-1124 665-162A8rmond
Ann Boyd Greg
9 9 10
665-3787 665-3597
Koko T. Armond
New Caller Log
Weekending ___J_a_n__2_3__-2__8______ Name of Call Converter____A_l_i_c_e_F__ri_t_z______
1 2 3 4 5 6 7 8 9 9 10 11 12 13 14 15 16
Date Phone #
New Caller Log
Jan 2 665-3255 Weekending ___J_a_n__1_6__-2__1______
Bob Jones
Name of Call Converter____A_l_i_c_e_F__ri_t_z______
Jan 3 Jan 3 Jan 4
665-2522 665-1628 665-6545
Greg
1 Jan 4 2 Jan 4 3 Jan 5 4 Jan 5 5 Jan 7 6 Jan 7 7 Jan 7 8
Phone #
New CaJlolseierSL. og
Date
Besty
665-3255 Bob Jones Weekendin6g6_5_-_4J_a2_n_1_29_-_1_4________ NamAnenofBCaolyl Cdonverter____A_l_i_c_e_F__ri_t_z______
Jan 2 Jan 3 Jan 3 Jan 4
665-2522 Greg 665-3597 Debbie B.
1 Jan 4 2 Jan 4 3 Jan5 4 Jan 5 5
665-6545 New CalJolesire SL.og
Ja6n652-9866 665-32B5r5idget Smith Bob Jones Weekending6_6_5_-J_4a_n2_1_2_2-_7_________ NamAenonf CBaoll yCdonverter____A_l_i_c_e_F__ri_t_z______
665-1628 Besty D6a6t5e-1022 JPehssoicnaeK#.
Ja6n653-3787 665-25K2o2ko T. Greg 665-3597 Debbie B.
Ja6n653-1124 665-16A2r8mond Besty D6a6te5-1022 PJehsosincaeK#. Name
Ja6n654-4485 665-65A4n5na Z. Josie S.
1 Jan 4 2 Jan 4 3 Jan 5 4 Jan 5 5 Jan 7 6 Jan 7 7 Jan 7
Jan6625-9866 665-325B5ridgetSmith BobJones
File this weekly f8orm in aJamno5nthly folder. 11 9 Jan 7
665-9866 665-3787 665-1124
13 Not1e4: 15 16
665-4485 File this weekly form in a monthly folder.
12 9 Jan 7
10 Jan 7 11
12
13
665-1022
Jan6645-4485 665-654A5nna Z.
Debbie B. Besty
Jan 4 Jan 4 Jan 5
Ann Boyd
No1te4: File this weekly form in a monthly folder. 15
665-9866 665-4212
Bridget Smith
665-1124
Debbie B. Jessica K. Bridget Smith Koko T. Armond Anna Z.
16
Note: File this weekly form in a monthly folder.
Jessica K.
Josie S.
70%
July
June
% Converted _______
August
January
March
February
April
May
September
October
November December


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