MISSED + UNBOOKED NP CALLS, WK 29
10
4 unanswered + 6 answered, no offer
Every call scored: answered, offered, booked. Reviewed weekly with the people who took them — coaching, not policing. The ceiling is this network's own best desk, not an industry chart.
ANSWER RATE
81%
▲ 4 pt WoW
BEST DESK (NORTH-04): 96%
BOOKING RATE
25%
▲ 5 pt WoW
BEST DESK: 44% · OF ANSWERED NP CALLS
OFFER RATE
60%
▲ 6 pt WoW
CLOSE RATE WHEN OFFERED: 44%
CLOSE WHEN OFFERED
44%
▼ 7 pt WoW — offers now reaching colder callers
BEST DESK: 61% · THE ONE RATE THAT WENT BACKWARDS
CALLS SCORED
15
of 20 NP-opportunity
72 CALLS IN · DOUBLE-SCORED: 8 · AGREE 88%
| DAYPART | CALLS IN | ANSWERED | ANSWER RATE | AVG HOLD | BOOKED | NOTE |
|---|---|---|---|---|---|---|
| Open (8–11:30) | 26 | 24 | 92% | 0:24 | 2 | steady |
| Lunch (11:30–1:30) | 16 | 11 | 69% | 1:41 | 1 | flagged — Tue/Thu single-cover |
| Afternoon (1:30–5) | 25 | 23 | 92% | 0:31 | 1 | steady |
| After-hours | 5 | 0 | 0% | — | 0 | routes to voicemail — overflow fix live wk 30 |
SAMPLE: 20 NP-OPP CALLS, 15 SCORED (4 UNANSWERED, 1 FAILED). ANSWER RATE = 100% OF CALLS, PHONE LOGS.
PRICE QUESTION, NO OFFER ATTACHED · 6 OF 15 SCORED CALLS
Caller asks what a consult or procedure costs; the desk quotes the fee accurately and the call ends there. No date is proposed. Four of the six were never offered an appointment — the fee answer is fine, it just needs an invitation stapled to it.
INSURANCE UNCERTAINTY STALLS THE CALL · 4 OF 15
Caller asks whether their plan is accepted; the desk isn't sure, offers a call-back, and the call-back loses the caller. The plan list exists — it isn't at the desk. Two of the four were plans we do accept.
HOLD WITHOUT A CHECK-BACK · 3 OF 15 · 2 HANG-UPS
Caller held past 90 seconds with no check-in; two hung up. Both were lunch-window calls, single coverage.
Warmth up again — 6 of 15 calls flagged "warm," best on the network. The close is not the problem.
Every price answer travels with a date: "…and I can hold Tuesday 2:00 or Thursday 10:30 while you decide." Four no-offer price calls at this desk's own 44% close ≈ 2 bookings left on the table this week.
Not the desk: lunch single-cover and after-hours voicemail are routing fixes — overflow live Tuesday.
Callers ask about financing before price — it moves up in the ads and on the location page.
WHAT THE GAP COSTS — QUALIFIED-CALL VALUE MODEL · STATED ABOUT THE LEAK, NEVER ABOUT A PERSON
MISSED + UNBOOKED NP CALLS, WK 29
10
4 unanswered + 6 answered, no offer
AT THIS DESK'S OWN CLOSE RATE
≈ 4 bookings
44% when offered · conservative basis
ANNUALIZED AT THE GROUP'S OWN 90-DAY COLLECTED VALUE / NP
≈ $85K / yr
$551 per kept new patient · 74% kept at this desk · model per DLV-32 workpaper