Enterprise Tool — Built at Ontrak

Ontrak Call Guide

A digital call guide built to give 100+ engagement specialists a repeatable structure for member activation calls, with an audio walkthrough you can listen to right now.

The Problem

Over 100 specialists. No shared structure.

Ontrak had over 100 engagement specialists making member activation calls, and a lot of them were struggling to hit quota. There was no call structure. Every agent did their own thing.

The agents who were succeeding had built their own structure from years of doing this kind of work. The agents who were struggling had nothing to follow. They were talented people in a system that had never given them a foundation to build from.

The answer was not more coaching. It was a shared framework that made the structure visible, repeatable, and teachable.

The Framework

Six stages. Every call.

I built the call guide around a six-stage structure that mapped to how activation calls actually worked when they went well. Each stage has a purpose, a set of prompts, talking points, and objection responses baked in.

1

Open

Establish rapport and confirm the member is ready to talk.

2

Foundation

Build common ground and surface the member's context before diving in.

3

Discovery

Uncover what matters to the member and what obstacles are in the way.

4

Tailoring

Connect the program directly to what the member just said they need.

5

Close

Get a clear yes and confirm next steps before ending the call.

6

Transfer

Hand the member off cleanly so nothing falls through the cracks.

The Tool

A digital guide, not a script.

The call guide is a web-based tool that lives in the browser during a call. Each stage is a panel the specialist works through in sequence. Talking points, OARS-based prompts, and objection responses are one click away at every stage.

Six-stage Call Flow sidebar stays visible at all times so specialists always know where they are in the call.

OARS-method prompts (Open questions, Affirmations, Reflective listening, Summaries) built into every stage panel.

Audio walkthrough so new specialists can hear how each stage sounds in practice before they get on a real call.

Try the tool and listen to the walkthrough

Member names and health data in the demo are fictional. The call flow, prompts, and methodology reflect the actual Ontrak engagement model.

OnTrak Call Guide tool with the audio walkthrough player paused mid-tour, an Affirmations OARS popup open, and the six-stage Call Flow sidebar on the right

Audio walkthrough paused mid-tour. Affirmations OARS popup open. Call Flow sidebar on the right.

The methodology holds.

Ontrak closed in 2025. The six-stage framework, the OARS approach, and the principle that structure is what gives talented people the foundation to do their best work apply anywhere.

See the full tool  ↗
Training Systems Enterprise Healthcare Member Activation OARS Method