Call Flow
Master the 5-phase journey from greeting to booking admission.
The 5 Phases
1
Opening (30 seconds)
Professional identification, qualify caller type, establish engagement.
"Recovery. This is Jake."
"Are you calling for yourself or someone else?"
"Are you calling for yourself or someone else?"
2
Rapport Building (1-2 minutes)
Build trust before gathering information. Non-judgmental acknowledgments.
"I got you. I got you."
"Gotcha, man. That's a serious thing."
"Gotcha, man. That's a serious thing."
3
Pain Discovery (2-3 minutes)
Understand the full situation. Open-ended questions that invite stories.
"What's going on with you?"
"What substance have you been struggling with?"
"What substance have you been struggling with?"
4
Insurance & Logistics (2-3 minutes)
Verify benefits, address barriers proactively, create clarity.
"What type of insurance do you have? Let me verify your benefits right now."
"Do you qualify for FMLA? Your job would be protected."
"Do you qualify for FMLA? Your job would be protected."
5
Closing (1-2 minutes)
Create urgency, set timeline, book admission.
"The fact that you called today is huge."
"Were you thinking about coming in today, or is tomorrow better?"
"Were you thinking about coming in today, or is tomorrow better?"
Average Call Duration
6.6 min
Average Successful Call
Phase Timing Guidelines
| Phase | Duration | % of Call |
|---|---|---|
| Opening | 30 seconds | ~8% |
| Rapport | 1-2 minutes | ~20% |
| Discovery | 2-3 minutes | ~35% |
| Insurance/Logistics | 2-3 minutes | ~25% |
| Closing | 1-2 minutes | ~12% |
Key Insight: Don't rush through rapport to get to "the important stuff." The rapport IS the important stuff. Callers who feel heard are 3x more likely to commit to admission.