The Importance of Call Audits

A call audit is a vital tool for assessing the performance of your call center and scheduling team. For an orthodontic practice, phone calls are often a key point of patient contact, and most patients stay loyal due to friendly customer service and a positive experience. A call audit evaluates this experience, measuring the quality of interactions and identifying areas for improvement.

The Kaid Consulting Call Audit ensures that each caller’s experience aligns with your expectations and highlights training needs for staff. Our audit evaluates quality, efficiency, effectiveness, patient satisfaction, and compares your call metrics to industry standards.

CALL AUDIT COMPONENTS

• Missed sales opportunities

• Problem resolution

• Information consistency

• Resource planning recommendations

• Identify individual training needs

• Call hold time and availability

• Tone and engagement

• Call back follow-up and timing

• Missed calls (if access to call metrics is available)

• Verbal skills

• Practice representation

• Call audit performance report