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62%

Unanswered Calls During Therapy Sessions and Peak Hours

When BCBAs and RBTs are running social skills groups or conducting in-home sessions, 62% of incoming calls go unanswered. Families seeking ABA therapy often call during business hours to verify insurance coverage for assessments, ask about waitlist times for early intervention programs, or schedule initial consultations — and each missed call represents a family who may not call back.

After-Hours Crisis Calls and Insurance Verification Requests

Parents of newly diagnosed children often research ABA providers late at night after work and bedtime routines. Without after-hours coverage, centers miss critical inquiries about BCBA availability, insurance authorization timelines for VB-MAPP assessments, and intake paperwork — leading families to competitors who answer immediately.

Administrative Burden of Full-Time Front Desk Staff

Hiring a dedicated receptionist costs $35,000–$45,000 annually plus benefits — a significant overhead for centers operating on insurance reimbursement rates. Most small ABA practices (under 50 clients) can't justify full-time front desk coverage, leaving clinical directors to field calls between supervision sessions and parent training meetings.