Administrator script control
Greeting, clarifying the complaint, offering a time, confirming the booking: Leksta checks every step in every call.
All calls, not a sample
Speech analytics for clinics: more bookings from every call
Leksta transcribes all administrator calls, shows where patients are lost and sends the result of each call to CRM.
- Call summary right in the deal card
- Call result in CRM
What does speech analytics give a clinic?
Speech analytics transcribes every call to the front desk and checks it against the administrator's script: did they name an open slot, did they offer a booking. The manager sees the call-to-booking conversion for each employee, a list of lost patients and the reason for refusal in the call text, not from a random sample.
What gets in the way
- Some calls end without a booking and nobody knows why
- Administrators do not follow the script: they do not name an open slot or offer a confirmation
- Missed calls at peak hours are left without a callback
What you get
- Call-to-booking conversion for each administrator
- A list of lost patients and the call result in CRM for a callback
- Script scoring across all calls, not a sample
Example: how it looks on a call
A patient calls a dental clinic and asks the price of an implant. The administrator names the price but does not offer a consultation. Leksta marks the missed goal "booking", lowers the script score and shows a quote from the call. The manager sees the call in the lost list and sets a callback.
- Metrics: Call-to-booking conversion
- Metrics: Script score
- Metrics: Lost first-time patients
- Metrics: Call answer time
Call-to-booking conversion
Which administrators book patients and which do not
Leksta shows what share of calls ends with a booking, per administrator, day and hour. You can see the hours when calls go unanswered and compare the result with the plan. More on the speech analytics page.
- Call-to-booking conversion per administrator for any period
- Phone load: missed calls by day and hour
- First-time and repeat patient requests
What else a clinic needs
Attention queue
Calls without a booking and with an unhappy patient are collected in a list: the manager reviews them first.
FAQ: Clinics and dental practices
How do I find calls after which the patient did not book?
Set the call goal "appointment booking". Leksta checks every call to the front desk and flags the ones where the goal was not reached. The call card shows the quote: the moment the patient declined or the administrator skipped offering a time. These calls go to a callback list, and the call result goes to your CRM.
How do I check that clinic administrators follow the script?
Add the script steps to a checklist: greeting, clarifying the complaint, offering the nearest open slot, confirming the booking. Leksta checks every call against these items and attaches a quote from the conversation to each mark. The manager sees which steps administrators skip most often and knows what to train first.
How is patient data in call recordings protected?
Phone numbers and emails in transcripts can be masked, the administrator sets how long recordings are kept, and user actions are logged. If the clinic needs full control over its data, Leksta installs on your own servers, so recordings and transcripts stay inside your infrastructure. We will pick the right option in a demo.
Can speech analytics connect to a clinic's medical information system?
To start, call recordings from your PBX are enough. Leksta sends the call result and summary to amoCRM or Bitrix24, and call events can go to your own systems through webhooks. Tell us in the demo which medical system you use, and we will show a convenient way to pass call results.
See also
- Speech analytics All features and feature status.
- Call quality control Checklist and manager rating.
- Call transcription Transcription and search across calls.
- Real estate Qualification, objections and lead sources are visible from the call itself, without manual listening.
- Beauty and fitness Control of service standards and upsells across all branches without the manager traveling.
- Pricing Plans with a minute bundle.
We will check it on your company's calls
We will show the transcript, score and summary on your recordings.