When it comes to assisting new dental patients, some dentists have turned to dental call centers to improve their exposure in the patient community.

It used to be that when a dentist opened a new dental office, his or her ability to market new patients over the phone was limited to a receptionist and an answering machine after hours. Needless to say this was not a very effective way to market new dental patients.

The Wealthy Dentist conducted a survey to ask dentists what they think about utilizing a highly trained central call center to answer new patient phone calls or to talk with patients when the office is closed.

47% of the dentists surveyed were excited about the idea of a central call center. Another 21% were interested in the idea for when their office is closed. 7% liked the idea for new patients only, while 25% didn’t like the idea at all.

As usual, our dentists had a variety of responses to the idea of a central call center. Several dental practices are already using them. Below is what they had to say.

Love the idea –

“An excellent idea! I hope someone offers this service. It would be ideal if the service could connect with the office’s PMS, (practice management system), so appointments could actually be scheduled.” (Florida dentist)

“Already using Ultimate Phone Consierge. Excellent results 140+ phone calls per month 15-31 patients scheduled.” (Pennsylvania dentist)

Depends on the service –

“I have 4 practices and am ready to do it myself, but if it can be done better… I am all over that!” (Ohio dentist)

“I would have to be convinced for the new patient calls.” (Texas dentist)

Depends on the training –

“If they are highly trained I would support it, but I doubt seriously you are going to find ‘highly trained” in dental field working in a call center . . . something is wrong if they are.” (General dentist)

“Who trains? Where will they be located? Is it National?” (Minnesota dentist)

“They would need to be able to make appointments. “ (New Jersey dentist)

Depends on the cost –

“It must be comparable in fees with regular services except better for new patients.” (California dentist)

“Possibly interested. Obviously would depend upon the cost involved.” (Illinois dentist)

Depends on size of the dental practice –

“I think it is great for large offices, but for small single doctor practices probably not cost efficient.” (Rural Tennessee dentist)

“We are in a very small town; people expect to speak to someone they know. I do hate missing calls when we are closed.” (Rural Texas dentist)

Absolutely not –

“No way. Anything less than a direct contact with me or my staff would be inappropriate and delay treatment. I provide a phone line for emergencies and a sub when needed.” (Indiana dentist)

“I think it is worse to call somewhere and just be told that they are only an answering service and can’t help you vs. leaving a message if the office is closed. If new patients are calling our office during business hours, we better be answering the phones ourselves! ” (Michigan front-office employee)

“In this day and age with instant access via e-mail, cell phone or pager, why would anyone want to do this? The call center would probably have to get in touch with the doctor via e-mail, cell phone or pager so why even have it?” (Illinois dentist)

“I would rather pay to have my staff trained and then let patients be able to put a face with a name and a voice when they come to my office. An answering service is valuable for when the office is closed and no one is here to take calls.” (Kansas dentist)