We recently shared a blog post that explored the concept of front desk scoring and how it can and should be utilized in the veterinary industry. In fact, the effective use of this tool has been proven to yield results that include higher client retention, increased profits and more. If you’re still on the fence as to whether front desk scoring is worth the investment for your practice, we’ve got a few more points to share that can help you make a more informed decision.
Front desk scoring helps you identify strengths and weaknesses in performance.
You can’t fix what you don’t know is broken. Call monitoring combined with scoring provides a glimpse into how your receptionist or front desk team is performing so you can see if there are certain areas where additional coaching or training may be required. You may also discover certain strengths that you may not have previously known about, such as the natural ability to upsell. These strengths can then be further nurtured to the benefit of your practice.
Front desk scoring enables more productive feedback.
Once you’ve identified a weakness in one of your front desk agents, you’ll enjoy greater understanding of exactly why he or she is failing to meet expectations. This will enable you to hone your coaching approach so that it targets the specific issue at hand. Providing the employee in question with an excerpt from a call recording in combination with a score can help make your feedback more comprehensive and concrete. This makes coaching sessions much more efficient and effective.
Front desk scoring can help facilitate the goal setting process.
The data obtained through call monitoring and scoring can be leveraged to develop an action plan for moving forward. For instance, let’s say you discover that your receptionist has been missing out on opportunities for forward booking or upselling. With that information in hand, you can work with that individual to develop specific goals that address this particular issue and will help turn things around. This sets more definitive expectations, which is better for everyone.
Front desk scoring lets you better track agent progress.
After you’ve established goals and an action plan for achieving them, call monitoring and front desk scoring can then be used in conjunction to assess the agent’s progress along the way. Listening in on calls will help you verify whether your receptionist is making progress or not. If it’s the latter, you’ll have the option to swiftly step in and either offer additional coaching and training or decide whether to move in a different direction and make a staffing change.
Front desk scoring expedites employee skill-building and development.
Most employees have a genuine desire to perform well. By investing in call monitoring and scoring, you’ll provide your team with valuable feedback and the opportunity to improve their performance. Offering front desk training will arm your team with additional skills that can help further their careers. And since your employees will have a clear understanding of what’s expected of them and what goals they’re working toward, they’ll be more confident and therefore more engaged.
Front desk scoring cultivates an environment of progress and continuous learning.
By making front desk monitoring and scoring an integral part of the employee evaluation, feedback and training process, you will ultimately cultivate a culture within your practice where learning and progression are highly valued. The key is to make sure your employees understand that their calls aren’t being monitored to ridicule or punish them, but rather to enhance their training and development. This will help your team to embrace and appreciate the front desk scoring process.
Front desk scoring will help to improve client service and satisfaction.
Last, but certainly not least, when you participate in front desk scoring, you will proactively work toward greater client service and satisfaction. That means your existing clients will be more likely to stick around while new clientele will be consistently converted. This will naturally lead to greater profitability and ongoing growth for your practice, which is, of course, always the goal.
In conclusion, if you are looking for a way to enhance your front desk performance, a dual approach that uses monitoring and front desk scoring is strongly recommended. These tools work together to enrich the feedback you provide to your team, improve their coaching sessions, expedite their skill-building and enhance their overall effectiveness. As a result, your practice as a whole will benefit significantly.
To learn more about front desk scoring, monitoring, training or any of our other rock star services, contact us today.