Client: Vets4Pets
Sector: Healthcare / Veterinary Services
Services Used: Call Centre Mystery Shopping, Call Handling Performance Monitoring
The Challenge
Vets4Pets wanted to assess and improve the quality and consistency of how calls were being handled across their network of veterinary practices. The focus was on response time, professionalism, and ensuring a positive first impression for pet owners.
With growing demand and high call volumes, they needed data to understand where delays or inconsistencies were occurring, and a way to track improvement over time.
Our Solution
Tern launched a focused call mystery shopping programme to evaluate how incoming calls were answered, including speed, tone, and adherence to call handling standards.
Performance data was collected across multiple practices and reviewed monthly via Tern’s dashboard, helping practice managers identify quick wins and longer-term training needs.
Results
- Calls being answered on 1st attempt increased from 77.42% to 95.56% over 4 months
- Calls being answered within 6 rings increased from 64.63% to 75.00% in same period