Long Hold Times? Your Patients Deserve Better

Turn long waits into seamless service with real-time call insights and intelligent routing.     No one likes being put on hold. But when you’re dealing with a toothache or trying to squeeze in an emergency appointment, those endless minutes of elevator music or nails-on-a-chalkboard silence feels like torture.     Here’s the hard truth: 60% of your patients will hang up if they’re on hold for more than one minute. And in healthcare, the average hold time is a whopping 4.4 minutes. That’s nearly nine times longer than the recommended 50 seconds. Yikes.     For dental offices, this isn’t just an inconvenience. It’s a patient retention crisis hiding in plain sight.

The Real Cost of “Please Hold”

When Mrs. Jackson calls about her broken crown, she’s not just looking for an appointment. She’s in pain, stressed, and needs help now. Every second she spends listening to hold music is another second she’s questioning whether your practice actually cares about her comfort.     The numbers don’t lie:

• Dental practices in the U.S. miss, on average, 20% of their new-patient inbound calls.

• Of the 80% that are answered, less than half are converted into a first appointment.

• 87% of the new patients who are sent to voicemail or put on hold without a proper greeting will hang up and not call you back.

But here’s what the numbers don’t show: the ripple effect. The abandoned call becomes a negative review. That frustrated patient tells three friends about their experience. And that emergency appointment goes to your competitor down the street.     Lost patients means lost revenue.     Let’s take a look at the math. For this instance, we’ll say you receive 50 calls a day with a conservative 10% abandonment rate due to hold times. Here’s what that looks like:

• Average dental patient lifetime value: $7,000-$10,000

• Patients who abandon calls due to hold times: 10% of total calls 

• 50 calls/day: 5 lost opportunities (daily) 

• Annual revenue loss: $910,000-$1,300,000

And that’s the earnings based on reducing your hold times. Let’s look at the impact of improving your staff’s efficiency. For this example, we’ll say the dental office is open 38 hours a week and their office manager spends about 15% of their time at work answering repetitive questions.

• Average dental office manager salary: $63,450/year

• Time spent on repetitive questions: 1-2 hours/day 

• Annual cost of manual call handling: $7,931-$15,863

Here’s some of the hidden math behind your efficiency costs:

• Hourly rate: $30.50/hour ($63,450 ÷ 2,080 hours)

• Daily cost of repetitive calls: $30.50-$61

• Weekly cost: $152.50-$305

• Monthly cost: $661-$1,322 

Why a Traditional Dental Practice Phone System Falls Short

Most dental offices are still using phone systems designed for the 1990s. You know the ones: one main line, maybe a few extensions. And when things get busy, patients get shuffled around like hot potatoes.     The system is broken. Your traditional phones can’t:

• Show you how long people are actually waiting

• Route calls intelligently, so a billing question doesn’t land with a hygienist

• Text your patients

• Learn from patterns

The Smart Solution: Advanced Analytics + Intelligent Routing in b-hive

Now I want you to imagine what it’d be like to have a crystal ball for your phone system. You can see exactly when calls spike, what types of questions take the longest, and where your bottlenecks really happen.     That’s what advanced analytics brings to your dental practice. Instead of guessing why your patients seem frustrated, you get hard data that’s easy to understand.

Real-Time Insights That Help You Build Loyalty

• See your average hold times by hour and day (spoiler alert: Monday mornings are absolutely brutal)

• Figure out if people are calling in and hanging up after 30 seconds or 3 minutes

• Know when you’re going to have a spike in activity

Intelligent Virtual Assistants (IVAs) Make The Business Side of Practice Management Easy

Here’s where it gets exciting! Modern IVAs aren’t the robotic “Press 1 for…” nightmares of the past. They’re conversational, helpful, and surprisingly smart.     Your IVA in b-hive can:

• Answer common questions (like “What are your hours” and “Do you take my insurance”), instantly.

• Schedule, reschedule, and send reminders for appointments to make sure your chair stays full.

• Collect pre-visit information like insurance details, health updates, and preferred appointment times

3 Steps to Simplify Your Practice’s Business Using b-hive

Step 1: Review Your Hold Time Trends During Business Hours

Start by understanding your current reality. Most practices are shocked to learn their Monday 9 a.m. rush creates eight-minute hold times, while Thursday afternoons are dead quiet.     What to look for: 

• Peak call times

• Average hold times by day of week

• Call abandonment rates during your peaks

• Your most common call types (and how long they take)

Step 2: Add an IVA for Appointment Inquiries and FAQs

Launch your IVA with the basics: hours, location, insurance questions, and simple appointment scheduling. Start small then expand your capabilities as your team gets more comfortable with the tech. It’s also worth a note that our team is designed to help your implement without making it a headache for reception.     Here are a few quick wins to get started:

• What are your office hours? (saves 30 seconds per call)

• Do you accept my insurance (saves 2 minutes per call)

• I need to reschedule my appointment (Saves 3 minutes per call – and keeps patients in your chair)

Step 3: Track How Your IVA Reduces Hold Times and Improves Patient Satisfaction

The magic happens when you measure the impact. Most practices see a 40% reduction in hold times within the first month of implementing automation.     Here are a few key metrics that can help you gauge your success:

• Average hold time before and after IVA deployment

• Call abandonment rates

• Patient satisfaction scores

• Staff stress levels (seriously, ask your team how they feel and if it’s working)

The ROI of b-hive to Replace Your Outdated Dental Practice Phone System

This is where things get interesting. Let’s break down the real ROI of adding b-hive with Advanced Analytics and IVA to replace your dental practice phone system of the 90s.

Immediate Cost Savings (Months 1-3)

• Reduced call abandonment: 40% fewer lost appointments (from 10% to 6%)

• Savings: $23,300-$33,300 monthly 

• Staff efficiency gains: 1-2 hours daily freed up for revenue-generating activities

• Value: $661-$1,322 monthly 

• Fewer missed appointments: IVA reminders reduce no-shows by 25%

• Additional revenue: $8,000-$15,000 

Long-Term Financial Impact (Year 1)

• Active patient count: 1000-1500 per dentist

• Patient retention impact: 15% increase in returning active patient

• Dental patient lifetime value: $7,000

• Additional revenue: $1,050,000-$1,575,000

The Cost of Doing Nothing

Here’s the uncomfortable truth: while you’re reading this, your competitors might already be implementing this kind of technology. Every day you wait means:

• $1,250-$1,780 in potential daily revenue loss (from abandoned calls alone)

• $37,500-$53,400 monthly in lost opportunities from call abandonment

• $661-$1,322 monthly in wasted staff time on repetitive questions

• $250-$833 monthly replacing patients lost to your poor dental phone system

• Total monthly cost of inaction: $38,411-$55,555

The Million-Dollar Question

The real question isn’t whether you can afford this investment. It’s if you can afford NOT to make it.     Every abandoned call isn’t just a lost appointment, it’s a patient choosing your competitor, potentially for the next 10 years. Every frustrated caller isn’t just a bad moment. It’s a negative review waiting to happen. And every hour your staff spends on repetitive questions isn’t just inefficiency, it’s time stolen from growing your practice.     The technology exists. The ROI is proven. The only variable left is timing.     Will you be the practice that patients recommend because you respect their time? Or will you keep losing $1,500 a day while hoping the problem fixes itself?     The choice is yours.

Analyze Your Patient Experience Now

Ready to transform frustrated callers into loyal, long-term patients? Let’s talk about how b-hive’s UCaaS platform can help you optimize your patient experience and smooth out your team’s day-to-day operations.     [Talk to Our Team]