Telephone Learning Center (TLC) Program

Product Details

A pet owner's first impression of your practice often happens before they ever walk through your door.

It starts with a phone call. Whether they found you through a Google search or a neighbor's recommendation, that first conversation sets the tone — and can make or break their decision to book.

So here's the real question: are your client service representatives creating the kind of first impression that builds trust, warmth, and connection?

That's exactly what our Telephone Learning Center (TLC) program is designed to help with. TLC combines expert call assessments, verbatim transcriptions, individualized coaching, and — for teams ready to go deeper — online training that gives your CSRs the skills to turn every ring into a lasting relationship.

Sometimes the most valuable perspective is an outside one. When you're close to your team, it can be hard to hear what a first-time caller actually experiences. Having an objective, outside source evaluate your CSRs removes the guesswork and gives you honest, unbiased insight into what's working — and what's not.

Because every call matters. And with a little TLC, your front desk team can truly shine.

Packages and Pricing

Basic Package — $175 per CSR

Perfect for practices that want an honest look at how their team is showing up over the phone, with clear, actionable feedback to help them grow.

What's included:

1 recorded call assessed per CSR (we call your practice posing as a potential new client and record that call)
Verbatim transcriptions of the call
Quantitative scoring, individualized feedback, and coaching tips

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Professional Package — $400 per CSR

For practices ready to invest in real, measurable growth. Your CSRs get expert coaching and structured online training — so you can actually see the difference before and after.

What's included:

A recorded call assessment before and after online training for each enrolled CSR
Verbatim transcriptions of each call
Quantitative scoring, individualized feedback, and coaching tips
Online learning access for each enrolled CSR (Each enrolled CSR will receive a complimentary access code to our CSR Phone Skills online course — included as part of their Professional Package enrollment.)

Price:

Quantity

What Happens After You Purchase?

We keep things simple and personal — no complicated onboarding portals, just a real person from our team reaching out to get everything set up. Here's what to expect

1. We get notified right away.

As soon as your purchase is complete, our team receives a notification and will reach out to you directly — typically within 1–2 business days.

2. We'll gather a few details to get started.

We'll connect with you to collect the names of your participating CSRs, their schedules, and any other details we need to get the ball rolling smoothly.

3. Call asessments begin.

Once we have everything we need, we'll get your call assessments underway. Our team will call your practice posing as a potential new client, record transcribe, score, and review each call thoroughly.

4. Connect with you to review results.

Once all calls are complete, we'll reach out to walk you through the findings, share individualized feedback, and provide guidance on next steps for your team.

5. Professonal Package: Your CSR's gain access to online course.

If you purchased the Professional Package, each enrolled CSR will receive their complimentary access code to our CSR Phone Skills online course so they can put that feedback into action right away.

6. Professional Package: A second round of assessments.

Once every enrolled CSR has completed the online course, we'll do it all again — a fresh round of call assessments to measure growth and see the difference the training has made.

Questions? Email us at consulting@encorevet.com