Q&A

When a client or customer calls your company, they want to speak to a person.
Q&A

We answer your most frequent questions

  • We specialize in contact center services, specifically for dental offices. Services include 24/7/365 phone coverage, patient scheduling, AI capabilities and more
  • CCC was established in January of 2010 by John and Lynette Ross. Before CCC was started, Lynette traveled all over the country training the office staff of dental offices on phone etiquette, customer service and patient conversion. While she was in these offices conducting her training, the phones were ringing off the hook and no one was answering them. She realized at that point how many new patient opportunities were being missed. That’s when she came up with this idea and she and John started Concierge Contact Center.
  • Conversion rate- office average 30% on the high-end we see around 60%
    • Why? Our agents are formally trained on conversion and objection handling- office staff handling multiple things at once
  • Marketing- spending lots of money on marketing- research shows most patients will call another office if their first call is not answered 
  • Customer service- having us allows your staff to focus on the patients in front of them which improves customer service and overall patient experience
  • Piece of Mind- emergencies, holidays, pandemic- we are always open even when your office can’t be
  • Main focus is on customer service and conversion
  • We have extensive phone training that we call the 7 Steps to the perfect call
    • Mention “wow and welcome”
  • QA program and department that focuses on continued quality and education
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  • Since the company was started in 2010, we have always primarily worked with dental offices. Over the years, we have gained a lot of knowledge and experience in dental, especially on the patient communication and customer service side of things. We have become familiar with different dental procedures, different scenarios, dental emergencies etc. Having this knowledge allows us to communicate effectively with the patients no matter what the call is about. 
  • AI can handle routine repetitive tasks allowing for human agents to solely focus on calls that are more complex
  • AI is able to assist human agents live during calls eliminating wasted time waiting on a human/supervisor to help
  • AI will perform duties like obtaining intake information and seamlessly transfer the call to human agents for things like scheduling or emergencies
    • Less error in data collection
  • Overall goal to make the patient experience more efficient without weakening their customer service experience
  • We believe AI is much more powerful as a partner
  • AI will help with efficiency and consistency but in dentistry especially patients want to be heard and reassured
    • Tone, empathy thats where the human connection matters
  • The future isnt about human vs AI its about blending the two so patients get the best of both worlds
  • We understand that patient calls are the lifeblood for a practice- these are relationships not transactions
  • Our role isn’t to replace you front desk but rather be an extension of your team 
  • As far as AI- we don’t let technology “take over” we use it to support our human agents
  • Set up is quick and easy! We’ll start by finding a plan that works for your office, collect your office information and build your script. I will then assign a dedicated account manager to you that will be with you throughout the whole process! Your account manager will schedule an on-boarding call with you once we’ve collected all of your information to verify the information and nail down your processes and procedures. We also will get access to the schedule during this call.
  • Once onboarding is completed, your account manager will provide you with a forwarding number. We can also help with any call forwarding setup if needed, we have lots of experience with that!
  • Explain forwarding number