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Welch Dental

Not many people know that it can take nearly 800-1,000 calls a day to help people keep their teeth white and straight. But Welch Dental Group knows these challenges all to well. They were working with high call volumes and inevitable customer complaints—which they had not way of tracking or verifying. This wasn’t good enough for Dr. Gary Welch, who set out to find a new communication system to give him the capabilities and insight his practice needed.
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Given their extensive patient base, Welch Dental Group regularly handles a high call volume and needed a solution to help manage and keep track of their customer interactions. The Welch Dental Group reached out to Mitel.

“My practice administrator tells me there are nearly 800 calls on a slow day and more than 1,000 on a busy day,” Dr. Welch explained.

Attaining greater insight into those calls drove Dr. Welch’s interest in call recording and voice documentation—specifically how those capabilities could help his practice better address customer service and dispute resolution concerns.

Goals
  • Give a better customer experience 
  • Manage high call volume 
  • Record calls for training and dispute resolution
Results
  • Improved dispute resolution 
  • Assurance about agents meeting customer care standards 
  • Better communications within employees of the practice 
  • Time and cost savings 
  • Reduction in overbooking, cancellations and free time between patient appointments 
  • Streamlined office operations 
  • Improved reporting and call volume visibility 

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