ADMISSIONS CALL CENTER TRAINING
The number one goal of a detox, residential treatment center, PHP, or IOP is to fill the beds with quality candidates that need your services. This is where most places struggle to maintain a census of appropriate candidates. You hire marketers, developers, lead generation services, dabble in the AdWords game and spend thousands of dollars to get the phone to ring. After all that money out and hard work, a lot of clients are lost in the Admissions Call Center. Untrained staff, missed calls, admission of inappropriate candidates for your specific services, promises to clients that are unrealistic (resulting in them leaving upon arrival), not assessing for proper level of care, not understanding and assessing proper insurance coverage. This all translates into time lost and revenue lost.
At The Addictions Academy training is our passion. We have analyzed what marketing strategies work and which ones are simply a waste of time. During our research we have learned that the Admission Call Center staff is rarely trained and consists of newly sober individuals, some having gone through the program itself. They are given a tour, shadow an individual and handed the phone. They might be hourly, salary or given a bonus to secure clients. What we have noticed is that a majority of the calls are not closed, closed on clients that do not show up to the center, or worse yet, closed on the clients that are not a good fit for the program resulting in the client being transferred upon arrival. This creates more work for the already overtaxed staff and less generation of revenue.
We have developed a training program that crosses clinical verbiage and sales techniques to improve the closing ratio of your Admissions Call Center Team. We will analyze the systems you have in place, meet your staff, and train them on both clinical terminology and sales closing tactics. The client’s first contact with your treatment center is your Admissions Call Center Team and if they process goes smoothly the client will arrive at your center. The relationship that is built with the client pre treatment, during admission and post admission is crucial to the success of that client and your center. A happy, sober client is worth 4-10 referrals. An unhappy client is worth 40 negative reviews. Can you stand to lose 40 potential clients in this competitive market?
Here is what The Addictions Academy can offer you, to increase your client base, fill your beads and increase client retention. Call us today at 1.800.706.0318 to schedule your free assessment of your Call Center Admissions Team and possible onsite or webinar training.