Opticall Presentation for Abbott at Clarity Laser Vision

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Opticall Presentation for Abbott at Clarity Laser Vision

  1. 1. How an Effective Phone Plan CanINCREASE Revenue In Your Practice
  2. 2. • Elective (LASIK/Premium IOL) Call handling• ACE (Actual Consumer Experience) Phone Training• RefracTRAK – web based content management and phone scripting program• Boomerang – outbound patient reactivation calls and scheduling
  3. 3. Why are we qualified?• We work with over 100 practices nationwide• We have taken over 2 million elective surgery phone calls• We have been working in the LASIK/Ophthalmology field for over 10 years
  4. 4. Our Goals• Learn why “skills development” for you team is vital in consumer communications• Share our concepts and tools for call handling improvement and phone conversions
  5. 5. Let’s start with a couple mystery calls
  6. 6. Why do 45% of people not book at the first place the call?
  7. 7. 45% do not book due to poor customer service• Contributing Factors• Patients felt they were kept on hold too long• They had to repeat information to multiple people• Felt representative was not knowledgeable or could not solve problems• Responses to patient’s messages or emails were too slow
  8. 8. Why is Control of the phone lost?
  9. 9. Reasons Control is lost on the phones• Wrong people answering the phone• Improper Training or No Training• Phone staff is multitasking• Staff turnover
  10. 10. Logical Progression The Anatomy of a Phone Call• Introduction• Exploration• Education• Closing
  11. 11. What is Opportunity Cost?
  12. 12. Opportunity Cost• According to Wikipedia: Opportunity cost is the cost of any activity measured in terms of the value of the next best alternative forgone (that is not chosen). It is the sacrifice related to the second best choice available to someone, or group, who has picked among several mutually exclusive choices.
  13. 13. Revenue Calculator
  14. 14. Elegant Organization Imagine Getting Patients When you are not at work• Inbound Marketing – Blogs – Email blasts – Webinars – Social Media• E-Myth (consistent exceptional experience)• How OptiCall implemented and is an example
  15. 15. Inspect What You Expect From Your StaffComplimentary Mystery Shop for Clarity Attendees ($350 Value: 5 recorded spy calls to your practice)
  16. 16. Thank You!Dylan Kemna –Director of Business Developmentdkemna@opticall.com303-875-8338www.opticall.comwww.slideshare.net/optic allwww.linkedin.com/in/dyla nkemnawww.twitter.com/opticall

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