Call Flow
Master the 7-phase journey from greeting to booking admission.
The 7 Phases
1
Open & Qualify (30 sec - 2 min)
OpenerProfessional greeting, qualify caller type.
"Recovery. This is Jake."
"Are you calling for yourself or someone else?"
"Are you calling for yourself or someone else?"
2
Rapport Building (2-3 min)
SharedBuild trust, active listening, "I got you".
"I got you. I got you."
"Gotcha, man. That's a serious thing."
"Gotcha, man. That's a serious thing."
3
Discovery (1-2 min)
CloserTreatment history, substance use overview.
"What's going on with you?"
"What substance have you been struggling with?"
"What substance have you been struggling with?"
4
Fact Finding (1-2 min)
CloserDemographics, logistics, identify hot button.
"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
What They're Looking For (1-2 min)
CloserWhat they're looking for, fears about treatment.
"What are you looking for in a treatment program?"
"What concerns do you have about going to treatment?"
"What concerns do you have about going to treatment?"
6
Tailored Presentation (2 min)
CloserMatch program to their needs.
"Based on what you've told me, here's what I think would work best for you..."
"Our program specifically addresses what you just mentioned."
"Our program specifically addresses what you just mentioned."
7
Close (2 min)
CloserChoice close, handle objections, 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 | Owner | Duration | % of Call |
|---|---|---|---|
| 1. Open & Qualify | Opener | 30 sec - 2 min | ~8% |
| 2. Rapport Building | Shared | 2-3 min | ~20% |
| 3. Discovery | Closer | 1-2 min | ~11% |
| 4. Fact Finding | Closer | 1-2 min | ~11% |
| 5. What They're Looking For | Closer | 1-2 min | ~11% |
| 6. Tailored Presentation | Closer | 2 min | ~17% |
| 7. Close | Closer | 2 min | ~17% |
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.