Although we live in an era of digital transformation, people still rely on phone contact for urgent or emergency matters. As research shows, when dealing with complex problems, such as complaints, 40% of customers are more likely to seek a real person on the phone. While patients have a myriad of communication channels at their disposal, the telephone is still by far the most immediate, personal, and convenient of them.
That particularly applies to healthcare, which is one of the top industries where customers prefer the phone to other channels of communication. That makes answering every call promptly and professionally a priority for healthcare practices. A missed call is a missed opportunity, and leaving your patients in the dark when they need to reach your practice is going to affect your business in several ways.
In the medical industry, a missed call can make a difference between life and death for a person. That’s why patients expect immediate professional assistance. Each time your line’s busy, or patients can’t reach your office after hours, you are leaving their needs unresolved.
Customers will only call twice before moving on to another business
[Source: BT Today]
As this situation keeps repeating, patients will grow more frustrated and become inclined to seek assistance from other businesses. They will not come back to your again if they are consistently unable to get hold of your office and obtain help. As your patients are dropping out because of missed calls, the total patient lifetime value for your practice is also in sharp decline.
Over one-third of all practice calls go unanswered. Look for a solution that allows you to answer all incoming calls and gives you an advantage over other doctor’s offices.
Another serious consequence of missed calls for your practice is blemished reputation. Patients who cannot get through to your facility probably won’t keep their frustration only to themselves.
74% of callers are likely to choose another business after a negative phone experience
Nowadays, people are very keen on publicly sharing negative customer feedback. And there’s hardly anything more detrimental to your practice than disappointed patients eager to generate some negative word-of-mouth for your business. According to Zendesk, 95% of customers share bad experiences with others. One way to avoid damaging your practice’s reputation is by providing patients with continuous, professional support over the phone.
Missed revenue opportunities
Unanswered calls affect your practice revenue, both in the short and long-term. In a short-term perspective, every phone that goes silent may be a missed revenue opportunity. In the long run, a large number of missed calls impact your business as they generate churn.
It’s estimated that 67% of customer churn could have been prevented if the customer’s issue was resolved at the first engagement. That’s some food for thought. If a new or existing patient reaches out to your practice and receives no help, there’s a high chance they won’t give it another try.
85% of people whose calls are not answered will never call back
Think about every missed call as a would-be patient who goes to your competitor because they couldn’t get through to your office. How much revenue does a single patient represent to your practice, on average? Now multiply that by the number of calls you miss every day. That’s how much money missed calls are costing your business.
Never miss another call
Things can get hectic at a doctor’s practice. Your receptionists may be too overwhelmed with work to handle phone communication, or you may be lacking sufficient staff to cover all incoming calls 24/7. However, phone calls are a business opportunity for your practice that you cannot afford to miss.
Medical answering services will help you keep your patients informed at all times and allow them to always reach your practice in an emergency. By providing this service, you will be able to recover lost revenue and improve the patient experience to enjoy a greater profit.