LAC Playbook

Call Phase Overview

Detailed breakdown of each phase with examples and variations.

Phase 1: Opening (30 seconds)

Goal: Professional identification, qualify caller type, establish engagement.

Steps

  1. Answer with identification
  2. Ask if self or loved one
  3. Transition to discovery

Example

Agent: "Recovery. This is Jake."

Caller: "Hi, I'm looking for help..."

Agent: "Are you calling for yourself or someone else?"

Caller: "For myself."

Phase 2: Rapport Building (1-2 minutes)

Goal: Build trust before gathering information. Non-judgmental acknowledgments.

Key Phrases

  • "I got you. I got you."
  • "Gotcha, man."
  • "You're fine." (when they apologize)
Don't rush this. Callers who feel heard are 3x more likely to commit to admission.

Phase 3: Pain Discovery (2-3 minutes)

Goal: Understand the full situation through open-ended questions.

Key Questions

"What's going on with you?"
"What substance have you been struggling with?"
"How long has this been going on?"

Let Them Talk

Don't interrupt. Let them tell their story. You'll learn more by listening than by asking rapid-fire questions.

Phase 4: Insurance & Logistics (2-3 minutes)

Goal: Verify benefits, address barriers proactively, create clarity.

Key Actions

  • Verify insurance in real-time
  • Explain FMLA job protection
  • Address logistics before they become objections
"What type of insurance do you have? Let me verify your benefits right now."
"How long have you been at your job? You qualify for FMLA protection."

Phase 5: Closing (1-2 minutes)

Goal: Create urgency, set timeline, book admission.

Transition to Close

"The fact that you called today is huge."
"Were you thinking about coming in today, or is tomorrow better?"

Gather Final Details

"Let me just get a few more details and we'll be all set."
"What time works best for you to arrive?"

Phase Transitions

How to know when to move to the next phase:

From To Signal
Opening Rapport You know caller type
Rapport Discovery Caller is comfortable talking
Discovery Insurance You understand their situation
Insurance Close Barriers addressed