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
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