Call recording
Call recording means automatically saving phone conversations between the front desk and patients. It shows how receptionists really answer, where bookings are lost and which questions come up most.
≈ recorded calls · call recordings · phone call recording · recording calls
Call recording is switched on in your IP telephony or CRM and saves every front-desk conversation. For a clinic, it is the most honest source of information about the first contact with a patient. Not what the script says, but what the caller actually hears.
What to listen for
You do not need to listen to everything. Take a sample of calls from new patients and score each one against the same points:
- did the receptionist introduce themselves and ask the patient's name;
- did they find out why the person is calling;
- did they offer a specific appointment time rather than ‘call us back later’;
- how did they handle the price question and the patient's hesitation;
- did the call end with a booking or a clear agreement on the next contact.
Flag separately the calls after which the patient did not book. That is where you hear the exact moment the clinic loses them.
Common mistakes and what to do
The first mistake is to switch recording on and never listen. The second is to use recordings only to discipline staff. Receptionists then start sounding cautious and scripted, and the recordings stop showing what really happens.
A short, regular review works better. The manager and the receptionist listen to a few calls together, agree on one thing to change and update the script straight away. Tell patients that calls are recorded, and check that the way you store recordings complies with local data protection rules.
For a quick, honest look at your front desk, take the self-check.