AI Call Scoring
VoiceStack gives you complete visibility into every patient call so you can elevate quality, strengthen compliance, and drive better outcomes across your practice.
Trusted by
1500+ Healthcare Practices
Call Blindspots
Traditional phone systems track volume, not call quality, making AI call scoring essential for uncovering insights and driving real improvement.
The Common Call Quality Challenges
01.
Inconsistent patient experiences result from uneven training among team members.
02.
Managers have limited time to monitor and coach call quality.
03.
Traditional QA reviews only 1–2% of calls, leaving most conversations unseen.
04.
Missed patient cues and revenue opportunities during live calls.
Industry-Specific Challenges
Dental
- Front desk teams juggle high volumes of new patient and insurance calls.
- Inconsistent answers can quickly lead to lost appointments.
Physical Therapy
- Many calls focus on cancellations or schedule changes.
- Without guidance, team members miss chances to re-engage and retain patients.
Optometry
- Prescription and eyewear queries require detailed explanations.
- Rushed or inaccurate responses reduce patient confidence.
Veterinary
- Emergency calls are often emotional and time-sensitive.
- Any lack of empathy or clarity can quickly erode client trust.
The OutcomeWithout a structured approach to evaluating and coaching calls, clinics risk inconsistent patient experiences, lost revenue, and teams unaware of where they need to improve.
VoiceStack AI Call Scoring: Built for Real Healthcare Workflows
VoiceStack uses AI to score every call, providing clear insights to help your team consistently improve phone performance.
Sentiment Analysis
Detects caller frustration or satisfaction by analyzing how messages are conveyed, not just what is said.
Customizable Metrics
Tailor scoring criteria to your practice’s priorities so AI aligns with your goals.
Compliance Detection
Flags missed required phrases or use of prohibited language.
Real-Time Alerts
Notify supervisors immediately of critical calls or escalations to enable quick intervention.
Automated Quality Criteria
Scores calls on key metrics such as greeting, empathy, issue resolution, patient education, and team member confidence and professionalism with consistent AI objectivity.
Scorecards & Dashboards
Provides team members with individual quality scores, detailed breakdowns, and trend charts to track improvement.
Agent Coaching Insights
Highlights specific moments for praise or training, such as excellent empathy or missed opportunities.
Stuart McGuiggan CRO
“VoiceStack helps us prioritize calls, identifying emergencies and patients seeking specific treatments. This allowed us to follow up quickly, securing over $100,000 in treatment. The AI call transcription also supports staff training, letting us review calls, provide guidance, and improve processes, enhancing both team performance and patient care across the practice.”
How AI Call Scoring Works
Analyze every call with AI to uncover insights and elevate team performance.
STEP 01
Calls Recorded and Transcribed
All incoming and outgoing calls are automatically recorded, with compliance safeguards in place, and transcribed for analysis.
02
AI Reviews the Conversation
03
Calls Scored on Quality Metrics
04
Instant Feedback and Alerts
05
Continuous Improvement Loop
Benefits for Healthcare Practices of All Sizes
Operational Efficiency
- Full Call Coverage: Achieve 100% call coverage for quality assurance, compared to just ~2% with manual monitoring.
- Time Savings: Save managers hours of listening by having AI highlight only the calls that need attention.
- Objective Reviews: Conduct objective, data-driven performance reviews that eliminate bias and guesswork.
- Faster Feedback: Deliver feedback faster so team members receive near-immediate insights rather than waiting weeks.
Patient Experience
- Consistent Service: Ensure every call is professional, helpful, and consistent, no matter who answers.
- First-Call Resolution: Resolve more issues on the first call by following proven best practices.
- Empathy Maintained: Ensure patients feel heard, with AI monitoring empathy and patience even during busy periods.
- Higher Satisfaction: Boost satisfaction, loyalty, and word-of-mouth referrals.
Multi-Location Groups
- Unified Standards: Maintain consistent quality standards across all sites
- Performance Comparison: Compare performance metrics across locations or providers to identify training needs.
- Maximized Conversions: Maximize appointment conversions by spotting underperforming offices.
- Centralized Reporting: Access centralized reporting to track call-quality trends across your organization.
Industry-Specific AI Call Scoring Use Cases
Dental
Call Scoring
- Tracks if team members highlight new patient specials and confidently answer procedure questions.
- Monitors adherence to conversion best practices on every call.
- Identifies missed opportunities to book or encourage case acceptance.
Outcome More appointments scheduled and higher treatment acceptance due to consistent, high-quality phone experiences.
Physical Therapy
Call Scoring
- Evaluates the use of encouraging language to prevent cancellations.
- Checks whether urgency is identified and acted upon.
- Flag confusion in exercise instructions to ensure timely follow-up.
Outcome Improved patient retention and attendance as every caller receives empathetic, clear guidance.
Optometry
Call Scoring
- Ensures all caller needs are addressed, including upsell reminders (e.g., eye exams).
- Monitors tone to maintain patience and reassurance.
Outcome Smoother interactions and increased product sales (contact lenses, lens coatings).
Veterinary
Call Scoring
- Monitors empathy and urgency, ensuring appropriate tone for emergencies.
- Verifies protocol compliance, such as callbacks and triage accuracy.
Outcome: Pet owners feel cared for, boosting trust and return visits while maintaining consistent emergency triage quality.
Seamless PMS Integration
VoiceStack’s AI Call Scoring integrates directly with your practice management and CRM systems to streamline call insights and patient data.
Matches incoming calls to PMS records to automatically identify patients.
Pushes call transcripts and scores into patient files or CRM notes.
Triggers automated follow-up tasks for missed opportunities.
Feeds call outcomes back to the AI to continuously improve scoring accuracy.
Tim Hill CEO
“With VoiceStack, we now have complete visibility into every call, making it easy to track call quality, patient satisfaction, and booking outcomes. We can analyze performance at both the practice and enterprise level, see results by campaign, and measure how well we convert potential patients. It’s an incredible tool for data-driven growth.”
Analytics That Drive Better Decisions
Track
Average call scores by week, location, or team member to assess improvements after training or the implementation of new scripts.
Measure
How high-scoring calls correlate with outcomes such as issue resolution and patient satisfaction to refine call protocols.
Monitor
Individual and team performance to identify top performers and those needing support, highlighting strengths and improvement areas.
Analyze
Specific metrics, such as high “empathetic tone” but low “offer next appointment,” to identify coaching needs.
Measure every call. Improve every interaction.
Frequently Asked Questions
Support:
support@voicestack.comSales:
sales.us@voicestack.com
Grow Your Practice with VoiceStack
A more intelligent, AI-powered phone system built to improve communication, performance, and practice growth.
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