The start of the week is the worst period for missed telephone calls, according to one of the UK’s leading telephone answering specialists.

In its most recent analysis of data, Moneypenny discovered its veterinary receptionists answered the highest volume of telephone calls on Monday from 9-10am. This was followed by Tuesday and Wednesday mornings, respectively.

Peak times

telephone
“Whatever the reason [for not answering the telephone], vet practices are risking both their reputation and the satisfaction of clients, as well as a potential loss in revenue.”
In particular, the “top five” peak times of the week for the industry were:

  • 9-10am on Monday
  • 10-11am on Monday
  • 9-10am on Tuesday
  • 10-11am on Tuesday
  • 11am-noon on Monday

These findings suggested practices are the most under-resourced at these times.

Stephanie Vaughan-Jones, channel manager at Moneypenny, said: “We’ve studied thousands of telephone calls over the course of the past year to see when our veterinary receptionists were answering the most on behalf of practices.

“From this, we saw a number of trends emerge, with the results identifying the days when the highest volume of ‘overflow’ telephone calls were being answered.”

Busiest months

Other key findings from the research highlighted August had been the busiest month of the past year for veterinary practices, with September and July accounting for the next highest volume of telephone calls.

Ms Vaughan-Jones added: “These unanswered telephone calls could be clients telephoning for any number of reasons – be it an anxious owner booking an appointment for his or her pet, an emergency enquiry or a prospective client looking to join your surgery.

“Whatever the reason, vet practices are risking both their reputation and the satisfaction of clients, as well as a potential loss in revenue. Understanding a client’s needs and behaviour is a crucial part of being able to ensure you are offering the highest level of service.”

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