Case Study: Spodak Dental Group achieves 50% increase in new patients booked with Call Box

How Spodak Dental Group is Establishing a Goal-Oriented Culture in a Call Center Environment

Spodak Dental Group, a Delray Beach practice supported by six general dentists and three specialists, was struggling to improve phone performance across its nine call center agents. Lacking time and data to review thousands of monthly patient calls, the team couldn’t pinpoint why calls were falling through the cracks, which marketing drove calls, or how to hold agents accountable—so Spodak turned to Call Box for human reviews and AI-powered call analytics.

Call Box implemented a comprehensive operating system that listens to every patient call, surfaces insights in a single dashboard, and enabled Spodak to introduce an incentive program focused on connecting callers, requesting appointments, and converting bookings. Using Call Box’s reports and analytics, the practice set team goals and individual rewards; in five months (May–Sep 2018) total appointments booked rose 28% and new patients booked increased 50% across the nine-agent call center.

Spodak Dental Group

Erika Pusillo

Practice Optimizer