CallSource

CallSource

Performance Management for Sales and Marketing

Hearing Performance Management

Hearing Performance Management

Your baseline data plus tools to make sure your patients hear your brand message.

Telephone Performance Analysis (TPA)

Telephone Performance Analysis (TPA)

Tools to measure employee performance

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Call Coaching

Call Coaching

Tools for your employees to improve and keep your image polished.

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Hearing Performance Management FAQs

Why is performance management important for my hearing practice?

Performance management helps appointment-based businesses such as hearing offices understand how their phone lines and offline marketing attribution, as well as call handler performance, impacts their overall marketing and business success.

The phones are vital to acquire new patients and to book appointments, so your front office staff’s performance on the phones must not be ignored.

Having a performance management system in place is essential to make informed marketing decisions based on real data, not assumptions, of marketing and employee.

What is Telephone Performance Analysis?

Telephone Performance Analysis (TPA) is CallSource’s proprietary criteria for scoring call handlers’ phone calls against our best practices.

TPA consists of what we call the Four Core Principles:
  • Build Relationships
  • Create Value
  • Understand Needs
  • Ask for the Commitment
Higher TPA scores have a direct correlation to increased appointment conversion rates.

What is Call Coaching?

CallSource’s call coaching teaches call handlers the skills they need to have better phone calls. With one-on-one and team coaching on a consistent basis, call handlers will improve their TPA scores and call-to-appointment conversion rates to help you get more patients into your office.
Living Sounds Hearing Centre

Living Sounds Hearing Centre

I enjoy our training!

“I think [the call coaching] is very good. It really helps with our telephone training.”

- Val Elyn, Client Care Representative

review starreview starreview starreview star  Rating: 4 / 5 stars

CSG Better Hearing

CSG Better Hearing

One of the top three business decisions I ever made

“I always thought my staff was great, but after I bought a new office, and compared its poor marketing results to our other offices, I suspected the front office staff was underperforming. I didn’t have the visibility to be sure what the problem was and I needed a way to know for sure.

With the data CallSource provided, I knew which phone staffers learned from the training we gave, and I knew when a specific phone handler fumbled. It was one of the top three business decisions I ever made.”

- Mark Sanford, Owner

review starreview starreview starreview starreview star  Rating: 5 / 5 stars