Call recording and QA
Calls are recorded, with notice given before the call starts. We review them to keep quality up and to coach our agents.
Recording only helps if someone listens. Our team reviews a sample of calls every week and coaches agents on what they hear.
Callers are told the call is being recorded before the conversation begins. If you want to hear specific calls, we can share them with your team.
What we track
- Contact rate
- Booked appointments
- Show rate
- Recovered no-shows
- Pre-qualified visits
- Call quality scores from reviews
What we need from you
- Access to scheduling, or a clear booking handoff
- Your call rules, hours and escalation contacts
- Lists for outbound or reactivation work
- Approval of scripts
How we approach it
Follow the complaint ladder
Leads don't answer. Bookings don't show. Patients arrive but can't proceed. Each complaint is an attrition point, and each has a matching service.
Staff it with people who know the work
Many of our agents are former patient coordinators and office managers. They already speak the language of a practice.
Use AI on top, not instead
AI helps agents prepare and keeps quality consistent. A person makes the call. AI voice agents are coming as an option.
Count what matters
Bookings and kept visits, counted in your system. Number hygiene is reported weekly.
How it usually unfolds
- Setup
Scripts, booking rules and system access. Agents are briefed on your services and locations.
- Live
Calls start on the queues you choose. We review recordings and adjust scripts early.
- Ongoing
Weekly reporting, call reviews and new campaigns as your needs change.
Every practice moves at its own pace, so we do not attach dates to these phases.
A common mistake
Recording calls and never listening to them.
Questions we hear
Can we hear our own calls?
Yes. Recordings are available to your team.
Are your callers people or AI?
People. Our callers are trained agents today. AI voice agents are coming as an option, and callers would be told at the start of the call.
What results have you seen?
Our call center team has booked 8,000 appointments with a 59% show rate.
Do you use robocalls?
No. No predictive dialing and no unsolicited automated calls.
Tell us what you are building.
Pricing and scope are set on the first call.