Phone intake is the most important conversion point in your practice — and RootLogic gives you the recordings to improve it systematically, not just hope it's going well.
1
Identify which calls to review — start with short-duration inbound calls
The highest-yield calls to review are inbound calls with short durations (under 2 minutes) where no consultation was booked afterward. These are the calls where a lead reached out with real interest but didn't convert — understanding why is where improvement happens. Go to Contacts, filter or sort by recent activity, and look for contacts with inbound call entries that didn't end up in Consult Booked.
2
Open the contact record and go to the Activity tab
Click the contact's name to open their record, then click the Activity tab. Find the call entry you want to review — it shows the date, direction (inbound/outbound), and duration. Click the play button to listen to the recording.
3
Listen with these four questions in mind
As you listen, evaluate: (1) Was the phone answered promptly and warmly? (2) Did the coordinator ask what brought the caller in today? (3) Was a specific appointment time offered, or did they say "just call us back"? (4) Did the call end with a clear next step? Any "no" answer is an actionable coaching point.
4
Add a private note to the contact if follow-up is needed
If the call revealed something important — the lead's concern wasn't addressed, or a callback was promised — add a note to the contact record so the team can follow up properly. Don't just review and move on if there's still an opportunity to recover the lead.
5
Build a weekly review habit — aim for 5 calls per week
Practice managers and office managers: pick 5 calls per week to review — a mix of converted and unconverted. Share findings in your weekly team huddle. Over 30 days, patterns emerge that no amount of gut feel will surface. The data is already there; it just needs someone to listen.
Pro tip: When coaching from a recording, lead with what went well before addressing what to improve. Front desk staff who feel the recordings are used as surveillance tools stop trying to do good work. Frame it as shared learning, not surveillance.