The new platform delivers a range of new functionality that's proved pivotal for boosting the productivity, performance and customer service capabilities of the Group, including:
Call recording for training, compliance and assurance purposes to ensure all customer-facing staff are fully aware of company protocols
As a training tool to help maintain standards and identify where personnel might require additional training to support incoming callers
Detailed call reporting and analysis provides management with an accurate understanding of call volumes and loading on the administration teams. Based on this insight, significant changes were made to improve operations at the practices.
Analytics are key to how the veterinary practice runs their business today. The management team have visibility of the volume of calls that come in at certain times of the day, how quickly these are answered, and whether callers have to ring back. The business was able to identify specifically high call volume times - which were previously unknown - and make the necessary changes to staff numbers to cope with peak demands.
The call reports have also helped the practice tweak services to optimise practice operations. For example, amending the out of hours recorded message to eliminate non-essential callers from clogging up essential emergency response resources. For example, people were using the out of hours phone service to place orders for special veterinary food stuffs. So, the recorded message was changed to make it clear the line was for emergency calls only, directing these callers to call back during practice hours when their requests could be dealt with.
Thanks to Focus Group management are now able to manage, analyse and control their business communications, making informed decisions that have helped improve customer service and streamline operations.
