Market leading AI analytics developed by
Call Sentiment
🟢 POSITIVE
🟡 NEUTRAL
🔴 NEGATIVE
Caller
Sarah Mansfield
07987 654 321
Date & Time
17-Mar-2025
11:08 am
🎯 Agent Overall Performance
The agent’s total score across all areas of the call, reflecting how well they handled the enquiry from start to finish
🎯 Conversion Probability
An estimate of how likely it is that the caller will go ahead with treatment based on the quality of the call and the agent’s performance.
🎯 Client Intent
The caller is highly interested in Invisalign but needs to check with her husband before committing, making her a strong but not immediate booking opportunity.
🎯 Client Interest
The caller asked detailed questions about Invisalign and pricing, showing strong interest but requiring a final decision-maker’s approval before proceeding.
🎯 Agent Service Presentation
The receptionist provided clear information but didn’t emphasise Invisalign’s benefits beyond aesthetics, missing an opportunity to strengthen the patient’s decision.
🎯 Agent Objection Handling
The agent addressed pricing but didn’t ease hesitation about consulting her husband. A stronger response could have encouraged a consultation to secure commitment.
🎯 Connection & Communication
How well the agent built trust and made the caller feel comfortable through tone, empathy, and professionalism.
🎯 Discovery & Understanding
How effectively the agent asked questions and listened to understand the caller’s needs and situation.
🎯 Value & Objection Handling
How clearly the agent explained the benefits of the practice and handled any questions or concerns.
🎯 Conversion & Call Outcome
How confidently the agent guided the caller towards booking or taking the next step, while clearly confirming details.
✨ Staff Feedback & Coaching
Agent Name: Nicole
The agent provided clear treatment details but missed reinforcing key benefits to encourage commitment. While pricing and payment options were explained well, the conversation lacked a strong close. When the caller hesitated, the agent did not attempt to overcome the objection by offering a consultation or creating urgency. A more proactive approach, such as mentioning patient success stories or limited availability, could help secure bookings. Strengthening objection handling and rapport-building skills would enhance patient trust and increase conversions.
1. Clarify New or Existing Patient
Why it matters: Identifying if the caller is a new or existing patient affects booking processes, records, and clinical preparation.
How to improve: Ask early in the call.
Example: “Just before we go ahead – is this your first time with us or are you already registered?”
2. Explain What Makes the Practice Unique
Why it matters: Differentiating the practice builds trust and motivates patients to book with you over competitors.
How to improve: Mention strengths such as experience, technology, or patient reviews.
Example: “Our clinicians are really experienced with bonding, and we focus on natural-looking results that blend beautifully with your smile.”
3. Use of the Caller’s Name
Why it matters: Personalising the conversation helps build rapport and makes the caller feel valued.
How to improve: Ask for and use the caller’s name naturally during the call.
Example: “Can I take your name just so I can note it down?”
Later: “Thanks, Sarah – let’s look at Thursday for you.”
4. Structured & Clear Explanations
Why it matters: Disorganised or uncertain explanations can reduce confidence in the practice and create confusion.
How to improve: Use simple, confident language and structure the steps clearly.
Example: “If everything looks good during your consultation, we can usually book you in for bonding within a few days.”
5. Confirm What to Expect Next
Why it matters: Clearly outlining the next step prevents drop-offs and makes it easy for the caller to re-engage.
How to improve: Recap the offer and invite them to confirm when ready.
Example: “Perfect – we’ve got 5pm Thursday available. If that works for you, just give us a quick call back and we’ll get that booked in.”
✨ Call Summary
Sarah called to inquire about Invisalign and teeth whitening, mentioning that she has been self-conscious about her teeth alignment for over a year.
She is actively considering Invisalign but is unsure if she also needs whitening. She asked about the treatment process, pricing, and whether payment plans are available.
The receptionist provided clear details on the costs and options for both treatments, explaining how Invisalign works and the benefits of teeth whitening. However, when Sarah hesitated, saying she needed to check with her husband before making a decision, the receptionist did not attempt to overcome this objection or create urgency.
Sarah seemed highly interested in Invisalign and asked relevant questions, but without a strong close, she ended the call without booking an appointment.
She remains a warm lead with a high potential for conversion, especially if followed up with a personalised email addressing her concerns and encouraging her to book a consultation.
✨ Products of Interest
Invisalign
Teeth Whitening
Payment Plans
✨ Lead Source
✨ Follow-Up Actions
Sarah will discuss Invisalign and teeth whitening with her husband before deciding. No follow-up appointment or call was scheduled.
✨ Personalised Follow-Up E-Mail
Hello Sarah,
Thank you for reaching out to Bright Smile Dental Practice today. It was lovely speaking with you, and we appreciate your interest in our treatments.
During our call, we discussed Invisalign and teeth whitening, as you are considering options to improve your smile. You mentioned that you’ve been thinking about Invisalign for a while and are keen to explore whether teeth whitening would be beneficial for you as well. We also covered pricing and payment plan options to help make the treatment more manageable.
As agreed, you’ll be discussing these options with your husband before making a decision. If you have any further questions or would like to schedule a consultation, we’d be happy to assist. We will also be here if you’d like more information on the process or available appointment slots.
Please feel free to contact us at 01234 567 890 or reply to this email at [email protected] if you need any assistance.
We look forward to welcoming you to the practice soon.
Best regards,
Nicole Appleton
Bright Smile Dental Practice
📞 01234 567 890
✉️ [email protected]
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