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has a different idea than I do about how many recare calls can reasonably happen in the
span of an hour.
Let’s talk about a reasonable number of calls made in one hour. To get the scoop on
this, I reached out to Cory Pinegar, the owner of CallForce, a company that many dental
company does, I knew he could provide some real numbers. Cory says that ideally you
would be looking at doing about 20 calls per hour, which typically results in about one
appointment for each hour of calls.
here are four solid ways to bring up your numbers:
1. Model what an hour of recare calls should look like.
Many times, we tell a team member what we want them to do and they say they understand,
but it then becomes clear what they heard is not what we thought we were saying.
It’s important to be clear about your full expectation of what you want them to do.
There may be situations where it’s better to show someone what to do than tell them.
Consider spending an hour at their desk doing recare calls. This accomplishes two
things. First, it will show them the procedure, pacing, and customer service skills that
will turn some of the recare calls into appointments. Second, it will either demonstrate
that this task can be done to the level you expect in an hour, or it will show that the set
call quota is either too high or too low for what can reasonably happen in the allotted
time.
2. Assign someone to doing recare calls for that hour and recare
calls only.
Make it clear that recare calls must be their sole activity during this assigned time. Whoever
is doing recare calls should be doing only those calls, not covering multiple tasks.
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