The reality of call volume in veterinary clinics
Veterinary clinics receive hundreds of inbound calls every single day.1 That’s an incredible volume! These calls often include appointment requests, follow-up inquiries, and general pet care questions, placing significant demands on your team.
The good news is that there are ways to handle this high call volume more effectively:
- Intelligent call routing: Your phone system will perform much faster and more efficiently when you implement veterinary call routing and ring groups. This technology ensures that each and every call quickly reaches the right person, which reduces wait times and prevents a poor client experience.
- Proactive communication strategies: Reach out to pet parents before and after appointments with two-way texting or mass messaging. Proactively and conveniently communicating with your clients allows them to ask and answer questions in advance and receive important updates—all without the phone call.
Text-based reminders: a total game-changer for your veterinary clinic
SMS reminders boast an astounding 99% open rate, making them far more effective than phone call or email reminders.2 Switching to text-based veterinary reminders and confirmations can:
- Reduce the rate of inbound calls you receive by a significant amount.
- Ensure pet parents don’t miss important updates about their pets.
- Provide a more convenient communication channel for all types of pet owners.
The cost of missed veterinary client calls
Overall, hospitals fail to answer an average of 24% of their total inbound calls.3 That’s a lot of lost appointments and missed revenue for clinics like yours—especially since many clients will choose another provider rather than leaving a voicemail or calling back another time.
Here’s how to reduce missed calls:
- Invest in direct online booking: By offering 24/7 direct veterinary appointment booking that empowers pet parents to accurately schedule your services anytime, anywhere, and on any device, you’ll be able to lower your inbound call volume and, as a result, your amount of missed calls. You can also guide pet parents to this more convenient option by including information about direct online booking in your voicemail and phone hold messages.
Meeting the needs of millennial pet owners and beyond
Millennials, who make up 32% of all pet owners, often experience anxiety about making phone calls.4 In fact, 75% of millennials avoid phone calls entirely because they feel they’re too time-consuming.5 You can meet this generation of pet owners where they are by:
- Implementing online chat and 24/7 direct veterinary booking tools, allowing millennial pet parents to easily message veterinarians and book the services they need when they need to.
- Embracing digital-first veterinary communication methods like a pet parent mobile app, which make the experience easier for millennials while freeing up phone lines for those who do prefer calling.
It’s not just millennials who appreciate these conveniences. Baby Boomers and Gen Z are also embracing digital communication, making it essential to modernize your approach. According to the New York Post, people under the age of 27 years old are more likely to favor texting or communicating online, rather than picking up the phone to call someone.6
Addressing veterinary staff burnout and turnover
Veterinary medicine faces an average employee turnover rate of 23%, much of which is linked to burnout caused by stressful client interactions.7 Not only that, but the heavy workload tied to phone management significantly contributes to this issue as well.
When you simplify your phone-related processes, you’ll be able to:
- Take the pressure off your team by reducing manual, time-consuming, and repetitive tasks.
- Improve client satisfaction by ensuring callers are connected to the appropriate resource without delays.
How veterinary technology and team training can help:
- Ring groups with VoIP technology: You’ll drastically improve your call answer rates simply by routing calls directly to the team members who are accountable for handling them.
- Workflow training: Be sure to offer regular communication training and support to your team. Routinely check in with your staff members to identify any challenges they’re facing, and adjust workflows as needed.
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Supporting women in the veterinary industry
More than 87% of current veterinary school applicants identify as female, along with 88% of veterinary technicians.8 This means there is a higher burnout rate among women in the veterinary field, and highlights the urgency of simplifying clinic processes. Ultimately, a healthier work environment will promote a strong workforce and encourage industry growth.
PetDesk Phones: your partner in workflow management
PetDesk is here to help you uncover and resolve phone-related challenges for your clinics. Our veterinary-specific, PIMS-compatible VoIP phone system offers a complete solution to upgrade the way you communicate and work in your clinic.
- PIMS compatibility: Our software works in parallel with your practice information management system (PIMS), which enables features like caller ID, intelligent call routing, a centralized view of client and patient information, and so much more.
- Client insights: With all of the information you need right in front of you, you’ll be able to instantly access relevant pet details such as species, spay/neuter status, and appointment history. This can help you drive revenue by forward booking pets who are due or past-due for veterinary care.
- Time-saving tools: Less wait times, faster call routing, and quicker client conversations means your team will be able to get back valuable time for more critical tasks. Team members and pet owners will appreciate quick and attentive care, and spending less time on the phone.
By knowing who’s calling and having all the client and patient information you need in one view, you’ll be able to make each phone call fast, personal, and more efficient. Imagine what you could do with all that time back when your team no longer has to manually search for details—everything is right there in front of them!
It’s time to take the next step with PetDesk
Ready to improve your clinic’s workflow, reduce staff burnout, and enjoy a healthier work-life balance? Our team is here with veterinary-specific solutions that are made to meet the needs of your unique clinic! Whether it’s reducing call volume with 24/7 direct booking and communication tools or making each call more efficient with a PIMS-VoIP phone system, reach out to PetDesk today to see how we can help transform your clinic and increase your overall productivity.
References
1 Go To: How a Vet Clinic Reduced Missed Calls for Happier and Healthier Pets
2 WinSavvy: SMS Marketing Statistics for 2024 – What You Need to Know
3 Invoca: How Many Phone Calls Are You Missing? See How Your Industry Stacks Up
4 MFE: Study: Younger Generations Do Even More for Their Pets
5 BankMyCell: Why Millennials Hate Talking On The Phone
6 NY Post: Phone Calls Make Gen Z Anxious — A New College Course Aims to Help Them Conquer Their Fears
Uncovering Workflow Inefficiencies in Your Veterinary Clinic’s Phone System FAQs
Q. How can I tell if my veterinary clinic’s phone system is inefficient?
A. If your team is overwhelmed with high call volumes, long client conversations, and frequent missed calls, your phone system may be inefficient. Common signs include long wait times, frequent call transfers, and staff burnout from repetitive phone tasks.
Q. What are some ways to reduce high call volume in my clinic?
A. You can lower call volume by implementing proactive communication strategies like two-way texting, mass messaging, and text-based appointment reminders. Online booking options also help reduce unnecessary calls by allowing clients to schedule appointments without calling the clinic.
Q. How do missed calls impact my clinic’s revenue?
A. On average, veterinary hospitals fail to answer 24% of inbound calls, leading to lost appointments and revenue. Since many clients won’t leave a voicemail or call back, implementing direct online booking and automated messaging can help prevent missed opportunities.
Q. What technology can help improve phone system efficiency in my veterinary clinic?
A. A VoIP-based veterinary phone system with intelligent call routing, caller ID integration, and PIMS compatibility can streamline communication. These features ensure that calls are directed to the right team members quickly and provide instant access to client and patient information.
Q. Why is text messaging a better alternative to phone calls for appointment reminders?
A. Text reminders have a 99% open rate, making them significantly more effective than phone calls or emails. They reduce inbound calls, prevent missed appointments, and offer a more convenient communication channel for pet owners.
Q. How does phone system inefficiency contribute to veterinary staff burnout?
A. Handling high call volumes, manually looking up client details, and managing constant phone interruptions contribute to stress and burnout among veterinary staff. Automating workflows and using technology like intelligent call routing can alleviate this pressure.
Q. How can PetDesk Phones help optimize my clinic’s phone workflow?
A. PetDesk’s veterinary-specific VoIP phone system integrates with your PIMS, offering intelligent call routing, caller ID with client insights, and time-saving tools. This system enhances efficiency, reduces missed calls, and helps your team focus on patient care rather than phone management.
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