Dawson Modern Dentistry improved their call answer rate from 57.83% to 73.66%.
That is a 27.37% improvement in answered calls. What does that mean?
The Math
Dawson receives approximately 100 calls daily from patients and potential patients.
Before: 57.83 calls answered daily. 42.17 calls missed.
After: 73.66 calls answered daily. 26.34 calls missed.
Difference: 15.83 more calls answered daily.
Per month: 475 additional calls answered.
Per year: 5,700 additional calls answered.
Revenue Impact
Of those 5,700 additional answered calls:
- 20% are new patient inquiries (1,140 calls) = 400-600 potential new patients (depending on conversion rate)
- 80% are existing patient calls (4,560 calls) = recall scheduling, treatment planning, emergency support
Conservative estimate: 400 new patients from better call answering alone.
At $1,000 average lifetime value per new patient: $400,000 in additional revenue.
Cost of improving call answer rate: One dedicated remote team member for peak hours ($1,200/month) = $14,400 annually.
Return: $400,000 revenue minus $14,400 cost = $385,600 net benefit.
Why Call Answer Rate Matters
Every unanswered call is a lost opportunity. Patient calls another practice. Patient goes to a competitor. Patient schedules elsewhere.
You cannot convert a call you do not answer.
How Reach Improved This
Dedicated remote team member works during peak call hours (8-9am, 4-5pm, and customer specified times).
They answer calls immediately. Patient reaches a human, not voicemail.
They schedule appointments right then. No “call you back.”
Patient satisfaction increases. No waiting. No voicemail. No uncertainty.
Performance Tracking
Reach’s Performance Tracker shows:
Calls answered: 73.66% (improvement from 57.83%)
Average answer time: 2 rings (before: 6-8 rings or voicemail)
Appointments scheduled per call: 65%+ conversion
Patient satisfaction: Improved (inferred from retention metrics)
What This Looks Like in Practice
Patient calls 8:45am (peak time).
In-office team is busy with patients.
Reach remote team member answers: “Thank you for calling. How can I help?”
Patient: “I need to schedule a cleaning.”
Remote team member checks availability, schedules appointment, confirms details.
Appointment is booked. Patient hangs up satisfied. Revenue is protected.
In-office team never interrupted. Clinical care continues.
FAQ
**Q: What is a good call answer rate?**
A: 80%+ is excellent. 70-80% is good. Below 70% means significant revenue loss.
**Q: How do I measure call answer rate?**
A: Your phone system tracks this. Request a report monthly.
**Q: Can I improve call answer rate without hiring?**
A: Possibly. But hiring additional staff (in-house or remote) is usually necessary.
**Q: What is the cost of a missed call?**
A: Conservative estimate: $100-300 per missed call (lost patient value). 42 missed calls daily = $4,200-12,600 daily revenue loss.
**Q: How long does it take to see improvement?**
A: Immediately. As soon as dedicated staff is added, answer rate improves.