CSG Hearing Case Study CSG Better Hearing Center | Page 6

Track your inbound calls
See which ads bring in the most calls
Identify patient opportunities
Follow up on missed opportunities
Train your front office staff
analyze and understand the front office ’ s weaknesses . His trusted Operations Manager , Cathy Howard , used the new data to evaluate crucial staff performance factors . “ With the data CallSource provided , I knew which phone staffers learned from the training we gave , and I knew when
Figure 1
Number of Set Appointments by Employee
10
9
8
7
6
5
5.78
6.50
10.40 10.40 10.40
6.50
5.78
8.67 8.67
The Improvements
Average Appointments Set by Employee
6.50
7.43 7.43
5.20
8.67 8.67 8.67
7.43 7.43 7.43
6.50 6.50 6.50
6.50
7.43
7.43
Sep 2012
Sep 2013
Sep 2014