Review and interpret Call Coaching opportunities
In the Call Tracking module, tracked calls are tagged with recommendations based on our team's observations of the call. You can use this feedback to coach your office staff and help improve your patient experience.
To view your Call Coaching opportunities:
Navigate to the Call Tracking module.
In the top navigation menu, select Coaching, then Overall. If you don’t see this option in
the menu, click the three dots to view the rest of the menu options.
Calls with coaching opportunities are sorted into sections corresponding to the issue tag placed on the call.
Click the dropdown arrow on the right side of a section to open an explanation of the issue and ways to prevent or overcome this issue in the future.
Click the View Calls button to open a list of the calls with this issue tag. From this screen you can listen to each call.
The issues tagged in Adit’s Call Coaching feature include:
Unprofessional greeting
Poor objection handling
Not mentioning active promotions
Not being accommodating to the patient’s needs
Putting the patient on an extensive hold
Not capturing patient data, such as their name or callback number
Weak product knowledge
Not asking how the patient found or heard about your practice
Related Articles
Listen to a recorded call
You and your team can access recordings of your calls at any time from your Call Tracking dashboard. Many practices find it helpful to review recordings for quality assurance purposes, to check on staff training, or to refer back to patient ...AI Coaching Summary Overview
The AI Coaching Summary page gives a concise view of call quality, coaching opportunities, and follow-up activity. Use this page to spot trends, prioritize coaching topics, measure follow-through on call tasks, and understand how call-handling ...AI Intelligence — Opportunities Analytics Overview
The Opportunities section in Call Intelligence provides a complete view of all scheduling opportunities generated from phone calls. It helps practices understand how many potential appointments were created, how many were won, how many remain open, ...Missed Call Overview
The Missed Call page gives your practice full visibility into missed patient calls, follow-up activity, and scheduling opportunities. Use this page to identify callers who still need attention, measure callback effectiveness, and understand how ...Send a review request for a specific review site
By default, Pozative review requests allow the patient to choose from all of your connected business pages (i.e. Google Business page, Facebook page, etc.). To send a review request for a specific review platform: In the top navigation menu, select ...