Exploring the Dynamic World of Offshoring for Dental Practices
In an age where global connectivity is at its peak, offshoring has emerged as a viable solution for many businesses, including dental practices seeking growth and efficiency. Our recent podcast from Dumaguete, Philippines, provided a firsthand look into how offshoring is reshaping dental practice operations in Australia and beyond.
The Rise of Offshoring
At the forefront of this transformation is Dental Stars, an organisation providing outsourced admin and phone support services tailored specifically for dentists. In this Practice Growth HQ podcast episode, Angus sat down with Claire, the operations manager, and Frankie, a supervisor, to explore how offshoring is revolutionising practice operations. They highlighted how offshoring can cut operational costs by about one-third compared to domestic options, without compromising on quality—a true game-changer for dental practices.
Ensuring Quality Service
A common concern with offshoring is service quality. Frankie shared that core competencies are rigorously assessed, with feedback loops and call monitoring central to their process. Claire highlighted their recruitment strategy, focusing on fluent English speakers who can engage naturally with clients. Their onboarding process, including role-playing exercises, ensures dental stars are well-prepared to deliver high-quality service.
Building Relationships and Support
Offshore teams are seamlessly integrated with local practices using platforms like WhatsApp and Zoom, making distance irrelevant. Regular feedback sessions with clients help fine-tune operations and maintain strong team connections, ensuring that offshore staff are seen as an extension of the local team.
Tackling Challenges
While challenges like scheduling feedback can arise, Claire and Frankie emphasised that regular feedback isn’t micromanagement but a way to customise operations to the practice’s specific needs. Incorporating dental stars allows local teams to focus on patient care and practice growth by offloading routine tasks.
Evolving Roles and Added Value
Over time, dental stars take on more complex tasks, such as overflow calls and social media management, adding value to their roles.
If you found these insights helpful, catch the full episode and hear more from Claire and Frankie on how offshoring can transform your dental practice:
Listen on Spotify: https://spoti.fi/42rpDPf
Listen on Apple Podcasts: https://apple.co/3EoZbKI