Phone Trends And Conversions 2-17 2010

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Elective Surgery Phone Trends And Tips On How To Improve Conversions Webinar

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Phone Trends And Conversions 2-17 2010

  1. 1. Elective Surgery Phone Trends and Tips On How to Improve Conversions Bill Mercier- President, CEO OptiCall, Inc Special Guest Speakers: Mike Malley- President CRM Michael Dobkowski- President Glacial Multimedia Wednesday, February 17, 2010
  2. 2. Who Is OptiCall •OptiCall Elective Call Handling •OptiCall ACEtm- Actual Consumer Experience •OptiCall- RefracTraktm- Web based contact management and phone scripting program •OptiCall “Boomerang” patient recall services •Mystery Shopping Wednesday, February 17, 2010
  3. 3. What We’ll Cover • Timeline- from the seat of our pants • 2009...what happened and why • Call volume trends • Current challenges Wednesday, February 17, 2010
  4. 4. What We’ll Cover • Marketing-what’s working and what’s not! • Positioning your practice for success • How are your phones handled?-poll • Handling the price question- listen to real calls • Tracking your patients-poll • Following up • Growing your services organically Wednesday, February 17, 2010
  5. 5. What we experienced from the seat of our pants • Post 9/11, call volume showed a slow, but steady call volume increase • Call volume peaked in Q1 2007 • Substantial changes in consumer confidence started to have a major affect on call volume • Q1 2008 call volume was off the previous year by 13% • Economic conditions continued to worsen throughout 2008 and into 2009 • Weak consumer confidence and tighter credit contributed to the lowest volume call volume in years. • 7 consecutive quarters of double-digit declines had finally hit rock bottom! Wednesday, February 17, 2010
  6. 6. What we experienced on a happy note :-) • Mid 2009, early signs of improved economic times sparked rejuvenated patient interest • Summer 2009 stayed level with the previous quarter, and in some offices, increased! • Q4 2009 had stronger call volume that Q1 2009! • Practices that were actively advertising were getting the patient calls. • Oct 2009 was the strongest month for call volume in all of 2009 • Jan 2010 calls increased by 29% over Jan 2009 • Feb 2010 is tracking 10% over call volume in Jan 2010 MTD Wednesday, February 17, 2010
  7. 7. Overall Call Volume <9:'% 9;('% 9;<;% 998(% :;88% !"#$%&''(% )"*%&''(% +,-.%&''(% /0.%&''(% 88''% 8'79% 123%&''(% 4,0%&''(% !56%&'7'% !"#$%&''(% )"*%&''(% +,-.%&''(% /0.%&''(% 123%&''(% 4,0%&''(% !56%&'7'% Wednesday, February 17, 2010 Over 40,000 calls tracked
  8. 8. Volume Per Day 5563' 5787' 779:' 745;' 6:47' !"#$%&' ()#$%&' *"+,$%&' -+$#+,$%&' *."/,$%&' 0/1$%&' !%2"/$%&' 4<9<' 343' !"#$%&' ()#$%&' *"+,$%&' -+$#+,$%&' *."/,$%&' 0/1$%&' !%2"/$%&' Wednesday, February 17, 2010
  9. 9. Volume Per Hour 012$ 345$ 678$ 95:$ ;4<:$ %=>$ ?=@A$ !"##$%&$ '"##$%&$ (#"##$%&$ (("##$%&$ ()"##$*&$ ("##$*&$ )"##$*&$ +"##$*&$ ,"##$*&$ -"##$*&$ ."##$*&$ /"##$*&$ !"##$*&$ Wednesday, February 17, 2010
  10. 10. Fish While The Fish Are Biting! Wednesday, February 17, 2010
  11. 11. Current Referral Source Trends Wednesday, February 17, 2010
  12. 12. July 09 !"#$%&'% )*+,$*-$.*/01$ !#$ "#$ !#$ "#$ 23,4*$ &&#$ !"#$ 56$ 7809+890$ &&#$ :4;;<*3+,$ =*>0*+$+9-9++3;$ %#$ ?@4AB8C$D3B980$ '#$ &(#$ &'#$ =4+9>0$E34;$ F9;;*G$H3C9A$ 78A/+38>9$ H+480$ Wednesday, February 17, 2010
  13. 13. Aug 09 !"#"$%&'(& +,-.$,/$0,123$ !#$ )#$ %#$ *#$ 45.6,$ "#$ !"#$ 78$ (#$ 9:2;-:;2$ <6==>,5-.$ %'#$ ?,@2,-$-;/;--5=$ %&#$ AB6CD:E$F5D;:2$ %!#$ &#$ ?6-;@2$G56=$ H;==,I$J5E;C$ 9:C1-5:@;$ J-6:2$ Wednesday, February 17, 2010
  14. 14. Sept 09 !"#$"%&"'()*( &#$ !#$ *+,-$+.$/+012$ !#$ '#$ !"#$ 34-5+$ )#$ 67$ (#$ 891:,9:1$ &"#$ ;5<<=+4,-$ !!#$ >+?1+,$,:.:,,4<$ @A5BC9D$E4C:91$ &'#$ >5,:?1$F45<$ %#$ G:<<+H$I4D:B$ 89B0,49?:$ I,591$ Wednesday, February 17, 2010
  15. 15. Oct 09 )*+,$*-$.*/01$ !"#$%&'()*( "#$ 23,4*$ !#$ !#$ (#$ !"#$ 56$ (#$ 7809+890$ %#$ :4;;<*3+,$ (#$ =*>0*+$+9-9++3;$ !"#$ ?@4AB8C$D3B980$ &'#$ =4+9>0$E34;$ %#$ F9;;*G$H3C9A$ 78A/+38>9$ H+480$ Wednesday, February 17, 2010
  16. 16. Nov 09 !"#$%&$'()*( ,-./$-0$1-234$ !#$ +#$ 56/7-$ !#$ "#$ !"#$ 89$ *#$ :;3<.;<3$ )#$ =7>>?-6./$ (#$ @-A3-.$.<0<..6>$ !%#$ BC7DE;F$G6E<;3$ &'#$ "#$ @7.<A3$H67>$ I<>>-J$K6F<D$ :;D2.6;A<$ K.7;3$ Wednesday, February 17, 2010
  17. 17. Dec 09 !"#"$%"&'()' ,-./$-0$1-234$ !#$ !#$ "#$ 56/7-$ +#$ !"#$ *#$ 89$ )#$ :;3<.;<3$ =7>>?-6./$ &#$ @-A3-.$.<0<..6>$ "(#$ BC7DE;F$G6E<;3$ %&#$ '#$ @7.<A3$H67>$ I<>>-J$K6F<D$ :;D2.6;A<$ K.7;3$ Wednesday, February 17, 2010
  18. 18. Jan 2010 !"#$"%&'()' *+,-$+.$/+012$ '#$ '#$ !#$ 34-5+$ %#$ )#$ !"#$ 67$ (#$ "#$ 891:,9:1$ ;5<<=+4,-$ '"#$ >+?1+,$,:.:,,4<$ @A5BC9D$E4C:91$ &#$ "%#$ >5,:?1$F45<$ G:<<+H$I4D:B$ 89B0,49?:$ I,591$ Wednesday, February 17, 2010 It’s about the multi-faceted approach to marketing. Marketing initiatives should be supportive of each other.
  19. 19. Special Guest Speaker Mike Malley President/CEO Centre for Refractive Marketing (CRM) 713-839-0202 mike@refractivemarketing.com www.refractivemarketing.com Wednesday, February 17, 2010
  20. 20. Special Guest Speaker Michael Dobkowski Business Director Glacial Multimedia 207-854-9340 michael@glacial.com www.glacial.com Wednesday, February 17, 2010
  21. 21. Positioning Your Practice For Success! The phones are ringing. Are you ready??? Wednesday, February 17, 2010
  22. 22. “The Slight Edge” Doing those little things correctly today that have a huge impact down the road Book by Jeff Olson Wednesday, February 17, 2010 Saving a dollar analogy Going to the gym analogy
  23. 23. Today’s Business Mentality • Bean counters are looking for instant results • Cutting expenses- marketing, sales promotions • Lack of attention to customer service • Trying to do more with less Wednesday, February 17, 2010 Immediate results on the bottom line will not have lasting positive results in procedure volume and customer service.
  24. 24. If you don’t take care of your patients, someone else will! Wednesday, February 17, 2010 Investments in sales promotion is not enough. In today’s business climate, it is imperative that you invest in the customer service support to maximize your results.
  25. 25. Is Customer Service Working For You Or Against You? • 45% of all prospective patients DON’T have a procedure at the first place they call due to poor customer service! • An astounding 30% of all new leads are let off the phone with NO action or way to follow up on the lead • In over 1000 mystery shop calls placed with the primary focus of the call as price, we were let off the phone in 90 seconds or less 80% of the time! Wednesday, February 17, 2010 Examples
  26. 26. 9 Phone Tips To Better Conversions! 1. Capture every lead routinely 2. Ensure that calls follow a format that maximizes the potential of gaining new business 3. Assign informed and well educated counselor’s to handle your refractive/elective calls 4. Script your calls in advance so you can dependably predict the outcome 5. Ensure that your staff is kind and correct on every call. 6. Call your own office as a patient to experience and improve upon your own front office 7. Research your competition and improve upon their style 8. Allow your staff to answer your refractive/elective calls uninterrupted 9. Prepare to make mistakes and accept that they will be made. The key is to learn from them while maintaining morale which ultimately reflects on your call quality. Wednesday, February 17, 2010 CEASE CRAP
  27. 27. Poll Who handles your elective surgery calls for your practice? Wednesday, February 17, 2010
  28. 28. Let’s Listen To Some Calls! Wednesday, February 17, 2010 3 calls
  29. 29. The Anatomy Of A Call • The Introduction • Exploration- learn about the caller and their needs • Education- what to do next • Closing- What is the end result of the call? Wednesday, February 17, 2010
  30. 30. Each call should accomplish 1 of 2 goals: • Book an appointment • Capture the lead if the patient does not book • Have a follow up plan for mining captured leads Wednesday, February 17, 2010
  31. 31. Poll How do you track your patients? Wednesday, February 17, 2010
  32. 32. Following up • All leads need a follow up plan • Categorize in “buckets” • Existing patients/clients should have routine communications regarding new services and promotions Wednesday, February 17, 2010
  33. 33. Don’t Fumble At The 1 Yard Line! Wednesday, February 17, 2010
  34. 34. Summary • Call volume and patient interest is up for those willing to go after it! • Keys to success: • Focus on creating superb customer service • Make sure your team is capturing ALL leads whether they book or not • Create a follow up plan that maximizes your investment in promotions and customer service Wednesday, February 17, 2010
  35. 35. Thank you! Bill Mercier Pres/CEO OptiCall, Inc 941-893-2400 bmercier@opticall.com www.opticall.com Wednesday, February 17, 2010

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