Need help marketing your dental practice?
In today’s society, there are many ways in which a patient can contact your practice. In most instances, patients still prefer to pick up the phone and call your practice to book an appointment or make an enquiry.
Recent research shows that the number of practices who greet patients with an answering machine, an engaged tone or leave the phone ringing is dramatically increasing.
In the survey conducted by Converso, researchers discovered that of the 3,557 dial-outs made over a 128-hour period, they reached 718 answer machines, 630 busy signals and 202 no answers, which equates to a staggering 44% of all attempted calls. (dentristy.co.uk)
In conclusion, research shows many practices are failing to maximise these point of contact touch points and are failing to meet even the most basic demands of their patients.
The Dental Call Handler is the solution for dentists who can not meet this very basic of demands and require a simple, yet effective telephony solution. The Call Handler answers up to 3 calls at any one time in your practice. It greets patients with a professionally recorded and customised message, and then continues to play messages about your practice with soothing background music until you are able to pick up the phone.
The Dental Call Handler will also automatically switch into night mode when your practice is closed. Patients will hear your opening and closing hours, emergency contact numbers and if applicable your web address. It will then direct them to your answering machine for those patients wanting to leave a message.
With an average of 7 out of 10 patients also being put on-hold, why not utilize this time with up-to date relevant messages, rather than letting them listen to silence or ‘elevator’ music? When a patient calls and is asked to hold, those next moments are essential to your practice’s image – as first impressions really do count.
Research shows that 60% of callers put on-hold with silence, will hang up within 40 seconds. However callers who were put on-hold with music and an informative message will stay on the line on average 3 minutes longer.
You have a captive audience when your patient is put on-hold and a unique opportunity. Leave a strong impression by entertaining patients. Give them tips on a healthy lifestyle, promote new procedures or give them relevant practice information.
From the above statistics, giving the wrong message and the wrong tone could actually damage your reputation and potentially result in lost patients. Many people spend money on visual branding, but neglect their telephone audio.
Lee Pritchard states “Your sonic branding is as important as your visual branding!”
Are you making the most of this marketing opportunity?
Premier are currently giving every principle dentist who takes out their Call Handler service will get a free generic web presenter video for their website worth up to £250.
To qualify, the principle dentist needs to visit http://www.premierba.co.uk/dentists.htmand input the unique reference code: webofferfeb.
Last year we paid out £’s in dealer commissions. Would you like a share of this?
In today’s market place new business is becoming more and more difficult to find. On-hold marketing helps businesses to cross sell products and services as well as improving brand and product awareness.
We work in association with telecoms dealers nationwide to provide their clients with excellent on-hold marketing solutions. We know from experience, this can add value to your customers and happy customers buy more from you.
Businesses large and small are adding a new dimension to their marketing efforts and improving customer communication by using on hold and transfer time as marketing time; they are really getting their phone systems to work for them!
Audio Marketing:
Did you know that less than 10% of UK businesses are using Audio Marketing? So many of your prospects could reap the benefits of this service and happy customers will buy more from your!
If every one of your customers had a professional audio message, the telephone system supplied by you would be in the ears of every single caller!
On Hold Marketing can help your client’s sound professional to their callers whilst strengthening their brand and customer perfection.
If your clients don’t already have on-hold messaging, have you thought about what opportunities you could be missing out on? How do they currently handle a surge in calls following recent marketing campaigns, or seasonal changes?
Click on the link now to find out more about On-hold Audio Marketing.
If you fancy earning commissions and rewards for putting your clients in contact with us, why not sign up to our dealer referral scheme?
We have many free resources and incentives available to you for using our scheme. Find out how our referral program works by clicking on the ‘get more info’ button below.
Alternatively, call Chris Taylor on 0845 279 200 and find out how you can join today!
Prepare your Call Centre for a ‘Big Freeze’ in 2012
Due to popular demand, we are holding a 2nd ‘Big Freeze’ Webinar on the 21st February at 11.00 am (GMT)
We have already seen sub-zero temperatures this week and the risk of places across the UK becoming bitterly cold are high.
Weather forcasters this week predict that Britain face a month-long big freeze. A quote from the Sunday Mirror (29.01.12) states “It makes it very difficult to predict precisely what will happen, but from today it will get colder. There is a 70 per cent change of severe cold weather.”
Forcaster Helen Chivers (Quote from the Daily Express 28.01.12) said “Cold weather is winning the battle for dominance and people will notice the chill carrying on for more than a few days.”
Unpredictable weather can impact directly on your business – with businesses from every sector affected right across the country.
Some businesses struggle to cope during adverse weather conditions and began to lose customers. Other businesses deal with it well. Within this webinar you will hear from businesses who coped well with the snow days and will learn valuable lessons on how to cope with the unexpected.
Unfortunately, we British never believe ‘servere weather’ will actually hit and have problems coping with the bad weather when it does. In turn, call centres can experience up to four times the normal level of customer enquires and more than twice the normal volume of inbound calls – often with customers calling in with the same questions.
Here are the main points of discussion :
1) The impact of inclement weather on business and the importance of effective preparation / anticipation at call centre level.
2) Real life experience of two industry leading businesses covering contingency planning, challenges and effects to their businesses when bad weather strikes.
3) Summary of the key factors and options available to Call Centre professionals
Is your core business put under potentially catastrophic pressure by unpredictable severe UK winter weather conditions. Join our webinar now and avoid damaging your brand!
All attendees will also recieve a free Benchmarking Audio Audit.
FInd out more about about our Call Centre Audio services.
Be creative with your marketing
When planning your marketing strategy for the upcoming year, why not factor in on-hold marketing? After all 94% of marketing budgets are spent generating calls, with only 6% allocated to call management.
Are you missing a great opportunity?
On-Hold Marketing can help you sound professional to your callers whilst strengthening your brand and customer perfection.
In a perfect world no-one would put their callers on-hold, but its now a way of life for most businesses- considering 70% of business inbound callers are put on-hold, in-queue or transferred. These buttons are the most used over any other phone system feature!
Being onhold can be annoying, so why not exploit this free air-time whilst callers are being transferred and turn frustrated customers into happy customers!! A silent on-hold message can be extremely cold and callers tend to hand up sooner than you want.
It is also a great way of cross-selling and up-selling new products or services.
UK iData statistcs show that 88% of callers surveyed preferred message recordings to the radio or silence. Furthermore, many who were placed on hold (with silence) weren’t sure if they were in a queue or being ignored.
What do your callers hear when they are on-hold or being transferred from one extension to another?
If you don’t already have on-hold messaging, have you thought about what opportunities you could be missing out on? How do you currently handle a surge in calls following recent marketing campaigns, or seasonal changes?
Turn this onhold time into marketing time and plan it into this coming years strategy. It is one marketing approach you really should not be missing out on.
Don’t just take our word for it…
“In a consistantly changing climate our on-hold messages give a good professional image for our company.” – Toni & Guy
“As a result, we have had a direct positive result from our on-hold service. ” – Whiting and Hammond.
“The audio element has been one of the most powerful parts of our marketing mix and one our customers and prospects particularly comment on.”- Selco
“The high quality audio really does add to our customer experience… perfectly ‘on-brand” – Nikon.
Click on the link now to find out more about On-hold Audio Marketing.
Alternatively, call us on 0845 279 200 and book a free Audio Audit of your current marketing activity to establish how audio can be used to build your brand and maximise customer contact.
Actor Richard Wilson slates poor UK Call Centres
Channel 4’s Dispatches program, presented by Richard Wilson investigated the use of automated systems and call centres in Britain. It also outlined the importance of the ‘customer calling experience’ and clearly showed that many companies do not get this right… with typical Victor Meldrew grumpiness. Watch the documentary now by clicking on the video link below:
During the documentary, Richard put automated phone systems of some of the largest services providers to the test and created his own call centre, revealing the best and worst for queue times.
In addition, Channel 4 also ran a simultaneous poll (in conjunction with Populus) asking people to vote for which automated service – or services – gave them the biggest headache.
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FREE AUDIO AUDIT:
In light of the documentary, Premier Business Audio, the UK’s leading provider of call centre audio and customer experience solutions are offering a free Audio Audit and bench-marking analysis to identify areas for improvement in your Call Centre caller experience .
For more information on what is involved with an Audio Audit please click here.
To book your Audio Audit, please click on the button below.
Or call Kate Harding on 0845 279 7200.
The winner of our iPad 2 competition is….
Susan Cross - Cambridge City Council
And the runners up are:
Martin Howitt - Nowy Styl UK Ltd
Kevin Newton – Interlink Express
Congratulations to our 3 winners and thank you to everyone who entered!
(please note: winners were selected via anonymous votes)Merry Christmas from Premier
Wishing you a very Merry Christmas and Happy New Year from all at Premier.
We are open as usual over Christmas and New Year – so please do not hesitate to contact us on 0845 279 7200.
Alternatively, please visit our website for more information – www.premierba.co.uk
Reasons to buy Audio Marketing from Premier
Why we stand out from our competition.
Premier are industry leading contact specialists. We ensure that all customer points of contact are memorable, satisfying, different from your competitors and above all, help you sell more.
See below our top 5 reasons why we stand out from our competition and why you should buy your Audio Marketing solution from us:
1. We offer a large choice of voice and music including a large variety of innovative and state of the art hardware.
2. We are the market leaders and offer a managed service with a dedicated creative team and we can offer quick turnaround with SLAs. We are proactive in communicating with our customers.
3. We are an award winning company and are the only Audio Marketing Company in Europe to be ISO9001 accredited. We belong to AMA and OHMA and have a large selection of customer credentials and testimonials. We are an established business and have been trading since 1996.
4. We are the best at what we do and offer excellent levels of customer service. We are passionate about our business and we care about our customers and colleagues.
5.We offer a professional sounding product and offer value for money and our customers are happy to recommend us.
What is Audio Marketing?
Audio Marketing gives your business a professional image and creates brand awareness as well as telling your customers what you do and how good you are.
Audio Marketing also suits any type of business – large or small and can make your business sound larger than you are. Have you checked whether your competitors have an audio marketing solution? Use it to stand out from your competition.
Click here to find out more about Audio Marketing or call 0845 074 4068.
Premier help ASDA win award for ‘Most Improved Call Centre”
ASDA was named as one of the 2009/2010 Top 50 Call Centres for Customers service, a recognition the company understandably wanted to maintain and improve upon.
Premier were engaged in 2010/2011 to advise ASDA on how their interaction could be brought in-line with the very best in the UK.
Following benchmarking analysis, adjustments to ASDA’s IVR platform and improvements to their Call Centre caller experience, ASDA jumped by a further 11.6% to number 6 in the UK Top 10 and took the award for ‘Most Improved Call Centre’ in the Top 50 Customer Service Programme.
ASDA comments ” Premier undertook a benchmarking exercise and audio branding consultancy project to help ASDA provide an industry-leading call centre caller experience.”
They also comment “The work was undertaken professionally and promptly and the quality of Premier’s recommendations and associated documentation was exceptionally high.”
To read the full version of this Case Study please visit: http://www.premierba.co.uk/Asda-Case-Study.htm
For more information on Premier’s Benchmarking Exercise and Audio Brand Consultancy please visit : http://www.premierba.co.uk/call-centre-audio.htm
Source: http://www.callcentrehelper.com/top-contact-centre-performers-announced-24081.htm
