Hearing Solutions Franchise Evaluates Call Handling Scripts Using Vanity 800 Number & Call Recording

1-800-NEW-HEARING

Background: Hearing device franchise relies on incoming phone calls -- hearing specialists follow a script to identify patients’ needs, answer questions and schedule consultations.

The company did not have a real-time evaluation system in place to ensure their employees were following the script and converting calls into sales.

Client Profile: Franchisee operates 22 locations. The advertising support for all locations includes distribution of over 40,000 pieces of direct mail, and more than 400 newspaper inserts each month. They also run local television ads, and have plans to expand their advertising efforts into additional markets.

Challenge: Acquire service to record calls more efficiently and make them available in real-time.

Strategy: Activate a vanity 800 number with recording to instantly record all incoming calls for immediate playback. Use recordings to monitor each location’s call handling procedures and identify opportunities and customer objections.

Results: The franchisee activated 1-800-NEW-HEARING to effectively route incoming calls for all locations through one unforgettable phone number, and record every call for performance evaluation.

Within two days of activating the service, the business identified several locations that needed to improve their call management skills. “The vanity number and recording service has provided us with immediate insights into how each location handles caller inquiries.” says the franchise owner. “Being able to communicate more effectively on the phone has changed our business.”

For the franchisee, using a vanity 800 number also brings synergies to their marketing materials – featuring one unforgettable phone number for all 22 locations helps create a cohesive brand.

“I am really excited about our ability to excel in our markets. 1-800-NEW-HEARING, the tracking reports and call recordings are tremendous management tools – together they help enhance our script development, phone skills and marketing efforts, and are key to driving sales.”