According to Karyn Gavzer, MBA, CVPM, veterinary business consultant, writer, and speaker, “Veterinary team members have more contact with clients over the phone than in person.”

But spending too much time on the phone can compromise patient care because it interferes with other critical tasks and distracts from the clients in the office.

That’s why many high-performing vet clinics are finding ways to reduce the number of calls they receive each day.

Below, we’ll cover five key ways you can reduce call volume — without risking client engagement.

Streamlining scheduling.
Making it easy to find FAQs.
Providing written care instructions.
Using email and texting.
Leveraging technology.

1. Streamlining scheduling

To clear up phone lines, clinics can adopt a scheduling tool.

Ideally, this will encourage customers to schedule their furry friends’ appointments without needing to speak with a clinic representative.

Along with scheduling online, clinics can send out service reminders with scheduling links through text and email, eliminating phone calls because clients know when their pets are due and are prompted to schedule online.

2. Making it easy to find FAQs

Having a clear and direct spot on the website where clients can find answers to common questions is another great way to decrease call volume.

Camden Veterinary Clinic implemented the Televet Flow website widget to provide these answers and reduce their phone time — with great results.

“If [clients] schedule an appointment, they’ll receive a date and time and confirm their availability,” said Yarleen Rodriguez, the clinic’s Practice Manager. “If they click to learn about grooming or boarding, they’ll automatically receive some details on what that looks like.”

“It helps a lot with reducing phone traffic,” she added.

3. Providing written care instructions

Providing clear and written care instructions can go a long way toward reducing calls to your clinic.

With the information they need readily available, far fewer clients will call in requesting clinicians to repeat care instructions.

Written instructions can also help increase compliance, as it reduces the chance clients forget or misremember an important aspect of the care plan.

4. Using email and texting

Instead of having clinic staff make mundane, simple, and repetitive phone calls, use texts and emails.

Sending reminders, updates, and general information through text or email is a faster and more time-efficient way to communicate with clients.

Allowing customers to send requests and questions through text and emails will also save the clinic much-needed time they can use to personally interact with clients in the clinic.

5. Leveraging technology

As much as some people resist it, technology is a valuable tool to maximize efficiency and minimize wasted time — as Eric Bazan, Lead Receptionist at Mission Veterinary Hospital can attest.

Before implementing Flow, the clinic’s phone lines were congested, and according to Eric, clients “kept getting forwarded” and “a lot of people couldn’t even get through.”

Fortunately, “Otto came in and got that problem solved,” he said.