2010 Phone Trends and Tips for Successful 2011


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An in depth analysis from OptiCall on what we learned in 2010 from taking over 60,000 Elective Surgery Calls, and we'll talk about what is on the horizon for 2011.

What we will cover:

*Phone statistics and trends up to the end of 2010

*How we recommend handling these calls and how to answer questions about price and other objections

*Insight on new marketing trends and what's making the phones ring

Published in: Education, Business, Technology
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2010 Phone Trends and Tips for Successful 2011

  1. 1. Who's Calling? Elective Surgery Phone Trends and Tips for a Successful 2011 Now, more than ever... your practice cannot afford to be average!
  2. 2. What We Do... <ul><li>OptiCall Elective Call Handling </li></ul><ul><li>OptiCall ACE tm - Actual Consumer Experience </li></ul><ul><li>OptiCall- RefracTrak tm- Web based contact management and phone scripting program </li></ul><ul><li>Mystery Shopping </li></ul><ul><li>OptiCall “Boomerang” patient recall services </li></ul>
  3. 3. Our Goals … <ul><li>Understand 2010 trends in the industry and how they relate to LASIK call volume </li></ul><ul><li>Share our concepts and tools for call handling improvement, and call conversions </li></ul><ul><li>Hear from industry experts on how to position YOUR practice for a successful 2011 </li></ul>
  4. 4. Jan 2010 Calls By Day 7805 calls
  5. 5. Feb 2010 Calls By Day 8040 calls
  6. 6. March 2010 Calls By Day 7807 calls
  7. 7. April 2010 Calls By Day 7548 calls
  8. 8. May 2010 Calls By Day 8155 calls
  9. 9. June 2010 Calls By Day 8846 calls
  10. 10. July 2010 Calls By Day 8311 calls
  11. 11. Aug 2010 Calls By Day 8488 calls
  12. 12. Sept 2010 Calls By Day 9230 calls
  13. 13. Oct 2010 Calls By Day 8721 calls
  14. 14. Nov 2010 Calls By Day 10,524 calls
  15. 15. Dec 2010 Calls By Day 9049 calls
  16. 16. 2010 Overall Calls 102,524
  17. 17. Marketing Trends
  18. 18. Marketing Trends
  19. 19. Marketing Trends
  20. 20. Marketing Trends
  21. 21. Marketing Trends
  22. 22. Marketing Trends
  23. 23. Marketing Trends
  24. 24. Marketing Trends
  25. 25. Marketing Trends
  26. 26. Marketing Trends
  27. 27. Marketing Trends
  28. 28. Marketing Trends
  29. 29. What are prospective patients interested is?
  30. 30. We all try to stand out in some way.
  31. 31. “ You’ll never have a product or price advantage again. They can be easily duplicated. But a strong customer service culture can’t be copied.” JERRY FRITZ
  32. 32. To Succeed In The Elective Surgery Business <ul><li>Excellent </li></ul><ul><li>Excellent </li></ul><ul><li>Excellent </li></ul>Product Delivery System <ul><ul><ul><li>Service Mindset </li></ul></ul></ul>
  33. 33. Consumer Expectations Basic Expected Desired Surprising Unbelievable
  34. 34. Create Brand Loyalty!
  35. 35. Why don’t people have a procedure at the first practice they contact?* *survey completed by American Network
  36. 36. 45% did not book due to poor customer service <ul><li>Contributing Factors? </li></ul><ul><li>Patients felt they were kept on hold for too long. </li></ul><ul><li>They had to repeat information to multiple representatives. </li></ul><ul><li>They felt the representative was not knowledgeable or could not solve problems. </li></ul><ul><li>Responses to patient’s messages or emails were too slow . </li></ul>
  37. 37. Why is control lost at the phone? <ul><li>Wrong people answering the phones </li></ul><ul><li>Improper training, or no training at all </li></ul><ul><li>Phone staff are multitasking </li></ul><ul><li>Staff turnover </li></ul>
  38. 38. How Do We Take Control Of The Call? <ul><li>Focus on the main objective </li></ul><ul><ul><li>Book an appointment </li></ul></ul><ul><ul><li>Capture a lead for follow up </li></ul></ul>
  39. 39. How Do We Take Control Of The Call? <ul><li>Establish Rapport </li></ul><ul><ul><li>Use a proper and friendly greeting </li></ul></ul><ul><ul><li>Obtain their first name </li></ul></ul>
  40. 40. How Do We Take Control Of The Call? <ul><li>Discover the mindset of the caller </li></ul><ul><li>Assess their starting point </li></ul><ul><li>What are their needs? </li></ul><ul><li>Use questions to direct the call and gain needed information </li></ul><ul><li>Use active listening skills more that talking </li></ul>
  41. 41. Elements Of An Effective Phone Plan Creating the plan with a “service mindset” <ul><li>Who answers your phones? </li></ul><ul><ul><ul><li>Use your “A” team! </li></ul></ul></ul><ul><li>What scripting is in place? </li></ul><ul><ul><ul><li>Script out the FAQ’s in advance </li></ul></ul></ul><ul><li>What training and coaching do you provide? </li></ul><ul><ul><ul><li>Listen to your own calls to improve on delivery and style </li></ul></ul></ul><ul><li>How do you track your success? </li></ul><ul><ul><ul><li>Are you using a tracking system? </li></ul></ul></ul>
  42. 42. Let’s Talk Price! <ul><li>When to approach price when it’s been asked. </li></ul><ul><li>How to approach the dreaded question! </li></ul><ul><li>What to say? </li></ul><ul><li>How to redirect the caller’s attention away from price. </li></ul>
  43. 43. How to contact us! <ul><li>Bill Mercier- [email_address] </li></ul><ul><ul><ul><li>941-893-2400 ext 2 </li></ul></ul></ul><ul><li>Dylan Kemna- [email_address] </li></ul><ul><ul><ul><li>303-875-8338 </li></ul></ul></ul><ul><li>Mike Malley [email_address] </li></ul><ul><ul><ul><li>713-839-0202 </li></ul></ul></ul><ul><li>Mike Dobkowski- [email_address] </li></ul><ul><ul><ul><li>207-878-5900 </li></ul></ul></ul><ul><li>Angel Misenhelter- [email_address] </li></ul><ul><ul><ul><li>310-433-5389 </li></ul></ul></ul>
  44. 44. Thank You !!! <ul><li>This has been an </li></ul><ul><li>OptiCall Presentation </li></ul>