Addiction-Rep’s Jim Peake To Speak on Ethical Marketing Practices in the Addiction Treatment Industry
There have been a number of changes in the addiction treatment industry in the past several years, both from an insurance standpoint — with the...
If you want more admissions for your eating disorder center or drug rehab, then there is a lot you can do to help your cause. Whether you label your call center an admissions department or a call center, they both essentially do the same thing: help turn the caller into an admission for the business.
There are two key components to call center training:
Tracking the calls that come in is essential. You will want to use software like Call Tracking Metrics to help you. The single biggest reason you want to use call-tracking software is so that you can discern which ad sources are producing the best results for you.
The most egregious mistake in call tracking is most rehabs don’t score the calls. What is call scoring? It’s tracking what types of calls happened. Was the call an ADMIT? Was it a PPO INSURANCE call? Was the call a CASH PAY? Was it a MEDICARE or MEDICAID call?
The reason why this is so important is because if a certain ad source is generating a lot of calls and not a lot of admissions, you should either drop the ad source or cut the media buy way back.
Record and listen to the calls. Listen to the short calls especially. Are they being answered? Are they being answered professionally? Do a weekly mastermind session with the team to handle the caller objections.
Managing and training the drug rehab call center is often an afterthought for many rehab owners. In some of the larger rehabs, call center training is paramount. Here are just a few simple ideas to keep in mind:
If your call center agent or admissions representative is in a rush, it will come across that way. Don’t be in a rush! The callers need to be listened to. They need to share their stories. We know they can get depressing, time consuming and sometimes downright boring, but listen and learn. Your admissions reps have to build a rapport with the caller. If they don’t, the caller will not give up the information that admissions needs to close the patient.
I hear 95 percent of rehabs tell us that their admissions department is the best and their call center agents are closers! We believe that they could be right, but at the end of the day, without constant training, call center and admissions skills diminish. People get lazy. They forget.
Training your call center is like mending a fishing net. Sew up all the holes so the fish (your callers) don’t get out of the net.
Keep in mind, you are not running a SAMHSA hotline. You are here to help people. You also have to make money. If you are not making money, you can’t help as many people.