Categorizing leads helps you get an accurate picture of the actual number of leads your office receives by filtering out non-lead calls. This improves your lead conversion ratio and gives you a precise count of leads generated from referral sources. It also helps you measure the effectiveness of your marketing strategy and provides insights for continuous optimization. We recommend categorizing calls once a week.
Steps to Categorize Calls in Marketing IQ:
Step 1: Access Call List
Go to the Marketing IQ dashboard.
Click on the Call List tab.
Find the Leads section listing all the calls.
Step 2: View Lead Details
Click on a lead's row to see more information.
You will have options to:
Open a text conversation with the lead.
Copy a permalink of the lead.
Assign the lead to a staff member.
Mark the lead as not reviewed.
Flag the lead for further attention.
Leave a note on the lead.
Step 3: Determine Call Category
Listen to the call recording or read the call transcription.
Decide if the call is a Lead or Not a Lead.
Step 4: Categorize the Call
If the call is a Lead, mark it as Converted or Not Converted.
Converted: The patient scheduled a valid appointment.
Not Converted: The patient did not schedule an appointment.
Step 5: Understanding 'Converted' Status
Converted: A new patient has a valid appointment (i.e., they haven’t canceled or missed it).
Marketing IQ automatically marks a lead as Converted when it finds an appointment for that phone number in your practice management system (PMS).
If a patient cancels, the status changes to Converted-Lost.
Step 6: Manually Marking a Lead as Converted
If a lead isn't automatically marked as converted (e.g., patient calls from a different number), manually select the patient's name to mark it as Converted.
Step 7: Handling 'Not Converted' Leads
Mark a lead as Not Converted if the patient did not schedule an appointment.
Reasons for not converting include: Missed, Dropped, Hung up on hold, Appointment not available, Inconvenient hours, Out of network, Medicaid, Shopping around, and Uncategorized.
Step 8: Identifying 'Not a Lead' Calls
After reviewing the call recording or transcription, identify if the call is Not a Lead (e.g., calls from other practices, laboratories, or insurance companies).
Categorize these calls for reasons such as Uncategorized, Existing Patient, Never-a-Lead, Other Contact, Unsolicited Calls, Medicaid, and Wrong Number.
Detailed Categories for 'Not a Lead' Calls:
Uncategorized: Calls that don't fit into any specific category.
Existing Patient: Calls from existing patients or their family members using different numbers.
Never a Lead: Calls that will never result in a new patient (e.g., calls from other offices).
Other Contact: Calls from vendors, insurance companies, laboratories, specialists, or staff.
Unsolicited Calls: Calls from telemarketing companies.
Medicaid: Calls related to Medicaid services.
Wrong Number: Calls that were made to your office by mistake.
Additional Resources:
These steps will help ensure that you accurately categorize and manage your leads in Marketing IQ, leading to better insights and more effective marketing strategies.