This study assessed the telephone skills of 77 refractive surgery practices through mystery shopper phone calls. Calls were scored based on 13 criteria like greeting, discussing pricing, and anticipating caller needs. After interim results, practices improved some skills but struggled with others. Overall scores improved from 49 to 52 points out of 100. While most practices enhanced basic skills, more focus is needed on advanced skills like directing conversations. The study shows telephone training can boost business but requires continuous effort to maintain excellence.
How to Create a Positive and Profitable Call Center CultureKnowlagent
A positive call center environment is critical to a company’s success or failure in the eyes of its customers and its bottom line. Knowing how to leverage call center talent to create a positive atmosphere will ultimately increase agent productivity and performance.
Evidence for my ePortfolio - I designed this 8-hour training to prepare employees for the installation of a new, more automated telephone system.
http://eportfolio4mwalkerwade.wordpress.com
Learn why top practices choose to automate work processes and how your practice can benefit from affordable, on demand software applications for automating appointment reminders and message management.
This document in about Decos Offshoring and Software Model. In this document the Concept of Offshoring, Nearshoring, Offshoring Delivery Model, Decos Offshore Model with Decos Experience and Decos Quality has been discussed.
Head-to-Head Comparative Study of Two Optical Biometric Devices in Modern Cat...SM2 Strategic
Today's cataract surgeon has adopted non-contact optical
biometry as the standard of care in performing IOL calculations.
While modern formulae incorporate multiple variables as part
of their calculations, Axial Length and Keratometry readings
continue to be the inputs that are most influential in determining
IOL power. Some of the newer generation formulas such as
Holladay 2 and Olsen now incorporate more elements to help
increase accuracy.
How to Create a Positive and Profitable Call Center CultureKnowlagent
A positive call center environment is critical to a company’s success or failure in the eyes of its customers and its bottom line. Knowing how to leverage call center talent to create a positive atmosphere will ultimately increase agent productivity and performance.
Evidence for my ePortfolio - I designed this 8-hour training to prepare employees for the installation of a new, more automated telephone system.
http://eportfolio4mwalkerwade.wordpress.com
Learn why top practices choose to automate work processes and how your practice can benefit from affordable, on demand software applications for automating appointment reminders and message management.
This document in about Decos Offshoring and Software Model. In this document the Concept of Offshoring, Nearshoring, Offshoring Delivery Model, Decos Offshore Model with Decos Experience and Decos Quality has been discussed.
Head-to-Head Comparative Study of Two Optical Biometric Devices in Modern Cat...SM2 Strategic
Today's cataract surgeon has adopted non-contact optical
biometry as the standard of care in performing IOL calculations.
While modern formulae incorporate multiple variables as part
of their calculations, Axial Length and Keratometry readings
continue to be the inputs that are most influential in determining
IOL power. Some of the newer generation formulas such as
Holladay 2 and Olsen now incorporate more elements to help
increase accuracy.
Building the Optimal Inquiry Response StrategyMike Skafas
If you're in sales, then you've been faced with the task of creating an effective system for converting more lead inquiries. The art of converting those leads into sales is where the magic happens and where our wealth is built. What if you had a formula for the best inquiry response strategy?
By Leonard Oruko and Howard Elliott.
Presented at the ASTI-FARA conference Agricultural R&D: Investing in Africa's Future: Analyzing Trends, Challenges, and Opportunities - Accra, Ghana on December 5-7, 2011. http://www.asti.cgiar.org/2011conf
"Throughout the program, Vorsight facilitators (former teleprospecting practitioners) make live calls via speakerphone, calling actual prospects to model the processes, skills and tips covered in the class. Participants then have their turn, again calling into live accounts, and receive feedback and coaching based on their performance. This creates a healthy level of anxiety to ensure participation and makes the program less academic and more practical."
- SiriusDecisions
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
First Contact Resolution (FCR) is at the top of the list for many organizations when it comes to the metrics they’re tracking. Also referred to as first-call resolution in contact centers where the primary mode of contact is by phone, FCR helps organizations track the efficiency with which their representatives are able to resolve customer issues.
It’s no great surprise that customers who call with any kind of question — billing, account status, product information, technical assistance, etc. — want their questions answered as quickly as possible. Companies share this goal, as faster resolution equates to lower support costs. For basic issues, this may be accomplished on the customer’s first inbound call; for more technical or complex issues, multiple contacts are often inevitable. Some issues require research and cannot be resolved on the spot. In either case, ongoing communication with the customer while the problem is being resolved is the critical factor.
Leaders in customer service know that every customer contact is a potential sales opportunity, a marketing opportunity, and an opportunity to strengthen a customer’s loyalty to their company. It is for these reasons that call quality is emphasized and monitored at these companies.
Call quality attempts to quantify customer satisfaction with the support received by phone. Unless one listens to both sides of a conversation, however, it’s impossible to know whether customers are receiving the type of quality service that includes accurate information, adherence to professional communication standards, and the feeling of being valued by the company.
A recent research report, commissioned by Oracle, which questioned 1,500
consumers and 250 contact centre managers, revealed a startling difference
between what customer expectations are and the way businesses in the UK (and
Europe) are dealing with them.
Similar to Telephone improvement project a skills assessment of refractive surgery providers (2) (20)
Recomendações da OMS sobre cuidados maternos e neonatais para uma experiência pós-natal positiva.
Em consonância com os ODS – Objetivos do Desenvolvimento Sustentável e a Estratégia Global para a Saúde das Mulheres, Crianças e Adolescentes, e aplicando uma abordagem baseada nos direitos humanos, os esforços de cuidados pós-natais devem expandir-se para além da cobertura e da simples sobrevivência, de modo a incluir cuidados de qualidade.
Estas diretrizes visam melhorar a qualidade dos cuidados pós-natais essenciais e de rotina prestados às mulheres e aos recém-nascidos, com o objetivo final de melhorar a saúde e o bem-estar materno e neonatal.
Uma “experiência pós-natal positiva” é um resultado importante para todas as mulheres que dão à luz e para os seus recém-nascidos, estabelecendo as bases para a melhoria da saúde e do bem-estar a curto e longo prazo. Uma experiência pós-natal positiva é definida como aquela em que as mulheres, pessoas que gestam, os recém-nascidos, os casais, os pais, os cuidadores e as famílias recebem informação consistente, garantia e apoio de profissionais de saúde motivados; e onde um sistema de saúde flexível e com recursos reconheça as necessidades das mulheres e dos bebês e respeite o seu contexto cultural.
Estas diretrizes consolidadas apresentam algumas recomendações novas e já bem fundamentadas sobre cuidados pós-natais de rotina para mulheres e neonatos que recebem cuidados no pós-parto em unidades de saúde ou na comunidade, independentemente dos recursos disponíveis.
É fornecido um conjunto abrangente de recomendações para cuidados durante o período puerperal, com ênfase nos cuidados essenciais que todas as mulheres e recém-nascidos devem receber, e com a devida atenção à qualidade dos cuidados; isto é, a entrega e a experiência do cuidado recebido. Estas diretrizes atualizam e ampliam as recomendações da OMS de 2014 sobre cuidados pós-natais da mãe e do recém-nascido e complementam as atuais diretrizes da OMS sobre a gestão de complicações pós-natais.
O estabelecimento da amamentação e o manejo das principais intercorrências é contemplada.
Recomendamos muito.
Vamos discutir essas recomendações no nosso curso de pós-graduação em Aleitamento no Instituto Ciclos.
Esta publicação só está disponível em inglês até o momento.
Prof. Marcus Renato de Carvalho
www.agostodourado.com
TEST BANK for Operations Management, 14th Edition by William J. Stevenson, Ve...kevinkariuki227
TEST BANK for Operations Management, 14th Edition by William J. Stevenson, Verified Chapters 1 - 19, Complete Newest Version.pdf
TEST BANK for Operations Management, 14th Edition by William J. Stevenson, Verified Chapters 1 - 19, Complete Newest Version.pdf
Explore natural remedies for syphilis treatment in Singapore. Discover alternative therapies, herbal remedies, and lifestyle changes that may complement conventional treatments. Learn about holistic approaches to managing syphilis symptoms and supporting overall health.
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists Saeid Safari
Preoperative Management of Patients on GLP-1 Receptor Agonists like Ozempic and Semiglutide
ASA GUIDELINE
NYSORA Guideline
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New Drug Discovery and Development .....NEHA GUPTA
The "New Drug Discovery and Development" process involves the identification, design, testing, and manufacturing of novel pharmaceutical compounds with the aim of introducing new and improved treatments for various medical conditions. This comprehensive endeavor encompasses various stages, including target identification, preclinical studies, clinical trials, regulatory approval, and post-market surveillance. It involves multidisciplinary collaboration among scientists, researchers, clinicians, regulatory experts, and pharmaceutical companies to bring innovative therapies to market and address unmet medical needs.
Maxilla, Mandible & Hyoid Bone & Clinical Correlations by Dr. RIG.pptx
Telephone improvement project a skills assessment of refractive surgery providers (2)
1. Telephone Improvement Project:
A Skills Assessment of Refractive Surgery Providers
Shareef Mahdavi • SM2 Consulting • Pleasanton, CA
In the refractive practice, the “point of entry” for virtually all Introduction
interested LASIK candidates is via an initial telephone call to Success as a refractive surgery provider depends on a strong
the Provider to learn more about refractive surgery services. blend of clinical skill as well as business expertise. As an emerg-
Given the significance of the telephone as a tool to convert ing consumer category, refractive surgery is a hybrid of medical
interest in LASIK into the next step in the consumer decision and retail consumer behavior. The telephone serves as a key tool
process, SM2 Consulting conducted a study designed to in helping consumers move from interest in refractive surgery
quantify the level of skill employed in answering phone towards active consideration of a procedure for themselves.
inquiries from prospective LASIK patients, with the goal of SM2 Consulting was engaged by CareCredit to create a
helping practices improve conversion rates. Telephone Improvement Project (TIP) that would accomplish 3
A survey tool assessing 13 aspects of a telephone call objectives:
was developed and tested for validity prior to the study. 1. Independently assess and measure the current abilities and
Enrollment was conducted by Practice Development skills by refractive practices in answering phone inquiries.
Managers of CareCredit (Costa Mesa, CA), with 77 practices
2. Provide feedback to practices that allows them to improve
recruited to participate, both geographically and by procedure
upon current skill levels.
volume. All phone calls were recorded and graded, and results
have been provided to the participating LASIK practices. 3. Create a survey tool that can be used repeatedly to gauge
A total of 10 different calls were made at varying times of improvement at both the practice level and as an industry.
the day and week to eliminate bias. At the halfway point, an
interim analysis was done and results from these calls Methodology
(“Round 1”) were presented to each practice by CareCredit A survey tool was developed that covers 13 aspects of a
representatives, followed by recommendations for improve- phone call between a potential refractive patient and a refractive
ment in telephone skills. Several months later, an additional counselor. The topics cover virtually every aspect of a phone call,
round of calls was made (“Round 2”) and the practices were from the initial greeting when the phone is first answered all the
given these results and a comparison between the first and way through the skill at closing the phone call (see Table 1).
second set of calls. This survey tool was reviewed by an independent group of
Two-thirds of the practices saw an improvement in their ophthalmic administrators and validated in a pilot study of 6
scores in Round 2. A significantly higher percentage of calls centers from around the country.
were answered by a “live” person vs. being put to voicemail,
and while gains were made in ability to discuss procedure Table 1: Survey Tool
pricing and financing, practices continue to struggle in their Initial greeting Review of procedure pricing
ability to direct the conversation and anticipate caller needs.
EVALUATION CRITERIA
Time to reach a counselor Review of financing options
Only 3 in 10 practices had call scores that would be consid- Control of the conversation Technology and benefits
ered “good” using the scale in this study. Qualifying interest Practice Differentiation
The study demonstrates that with attention and focus, Knowledge of LASIK basics Call to action
refractive practices can improve their telephone skills. There How well did the counselor anticipate needs?
is still great need for an increased emphasis on telephone Did they ask how you heard about the practice?
skills training and an ongoing effort to measure and monitor Did they offer additional resources to learn more?
quality of the interaction between phone counselors and Score 1 2 3 4 5
INITIAL GREETING
Poor Good Excellent
those inquiring about LASIK. The payback on such invest- • Pleasant, not
How was the • Lack of • Pleasant but
rushed
ment is immediate, as better phone skills translate into greeting by
the person
warmth or
friendliness
rushed
• Answers with
practice and
higher percentages of inquirers moving forward to consulta- answering
the phone? • Generic • Answers with own name
identification practice name
tion and LASIK surgery. • Helpful
1
2. A total of 77 centers were recruited to participate, with Data Collection and Scoring
national representation by geography as well as average A total of 77 practices participated in Round 1, and 50 of
monthly LASIK procedure volume. All centers signed an these practices also participated in Round 2 (the additional 27
informed consent agreeing to have the calls recorded. practices were recruited after the cutoff date for full participa-
Phone calls were made by employees of OptiCall (Sarasota, tion). A total 508 completed phone calls from both rounds
FL), a specialty call center that provides call coverage for were used in the analysis of the results. In Round 2, 5 of the 50
refractive practices. Their employees are professionally trained centers were satellite locations whose phone answering proto-
and skilled in handling incoming calls from interested patients cols prevented completion of the attempted calls.
and are thus well suited to playing the role as a mystery shop- Once each of the 13 topics were scored, the entire call was
per posing as an interested LASIK candidate. graded using a weighted index totaling 100 possible points.
Each of the 13 topics was graded on a 1 (poor) to 5 (excel- Raw scores for each topic were converted, with more weight
lent) scale. Specific criteria were used to define a score of 1, 3, given to topics 6 through 10 and the highest weight given to
or 5, with a 3 considered “good” for purposes of this study. A topic 11 (anticipating the needs of the caller). A total score for
score of 2 or 4 could be given when the caller believed that the each call was given, and the average among the five calls in each
score fell in between the defined criteria. An example of the cri- round was calculated to give the practice an average call score.
teria can be seen at the bottom of Table 1. For the weighted index, scoring at least 57 out of 100 possi-
A total of 10 separate phone calls were attempted for each ble points would be considered the benchmark for a good score
participating practice in the study. Calls were scheduled to be on the call.
made at different times of the day and the week to eliminate
Results and Operational Significance
bias. Additionally, the length of call and comments regarding
the call were noted on the data collection form. Calls Answered “Live” vs. Voicemail
If a call was put to voicemail or if the caller were put on In Round 1, 72% of the 419 calls were answered by a live
hold for more than 3 minutes, the call was discontinued. If person while 24% went to voicemail. 3% of the time, callers
either of these events occurred 3 consecutive times, then the call were put on hold for longer than 3 minutes and the call was ter-
was considered incomplete. minated by the caller. Following the
At the midpoint in the study, an Figure 1: Percentage of Completed Calls interim report, results for Round 2
interim analysis of the data was com- improved significantly to a level of
Voicemail
pleted (called “Round 1”) for each 92% of the 225 calls were answered
Completed Call On Hold > 3 mins
practice. CareCredit Practice live and less than 10% went to voice-
100
Development Managers met with the 90
mail or were put on hold for an
physician and practice administrator to 80 extended duration. (See Figure 1).
discuss the interim results, which 70 The importance of having a live
included scores for all the calls, com- 60 person answering a call is based on call
parison to study averages, and audio 50 behavior exhibited by consumers look-
recordings of each phone call. 40 72% 92% ing into refractive surgery. Typically, a
Recommendations and resources for 30 consumer will get contact information
20
improvement on each of the 13 for 2 to 3 providers in their area. They
10
assessed topics were provided, and the will call the first on their list and, if put
0
practice typically held a staff training Round 1 Round 2 to voicemail, will either leave a mes-
session to address specific issues identi- sage or plan to call back later.
fied in the interim report. However, the caller will not wait for a return call from a coun-
Several months later, a follow-up series of calls were made selor at practice #1 before contacting practice #2 and/or practice
(called “Round 2”) using the same criteria as in Round 1. Data #3. Their tendency is to continue calling until they find someone
from these calls were also provided to each practice, allowing to talk to who can answer their questions. For that first practice,
them to compare the two rounds of calls and determine areas the voicemail system has a strong possibility of resulting in a
that had improved and/or that need continued attention. lost candidate. Regardless of the root cause (impatience, fear,
etc.), this scenario underscores the value of having live people
2
3. available to speak to candidates, especially at the point in time next step are foundational to a successful phone call. However,
when the consumer overcomes fear sufficiently to pick up the the more advanced skills that are required to direct the flow of
phone call and inquire. the conversation and to be able to anticipate questions/concerns
were shown to be lacking and actually declined as measured in
Specific Topics Addressed on Each Phone Call this study.
The 13 topics measured during each completed phone call Topic 12 (see Figure 4) provides a good example of the need
are comprehensive in nature and designed to uncover strengths for continuous rigor in the area of telephone skills. It measures
and weaknesses during a typical telephone encounter between the frequency with which phone counselors asked callers how
an inquiring LASIK candidate and a counselor. Using a 1 to 5 they had heard about the practice. Overall, this occurred 32%
scale with specific grading criteria, average scores across all of the time in Round 1, improving to 38% of calls in Round 2.
completed phone calls are shown in Figure 2. While this improvement is good, it is still insufficient. Given that
At the completion of Round 1 and Round 2, only 3 of 13 a key element of marketing is to understand the source of cus-
topics measured generated an average score of 3 or above (con- tomers, this question should be asked 100% of the time.
sidered “good” for this study). Warmth of greeting and time to
reach a counselor both scored in the good range after Round 1 Figure 3: Change in Average Scores by Topic
(Round 2 minus Round 1)
and Round 2.
As shown in Figure 3, the change in scores between Round 1
IMPROVEMENT
Anticipate Needs
Call to Action
and Round 2 allows us to quantify the impact of the feedback
Differentiation of Practice
DECLINE
process with each practice. Overall, 7 of the 13 topics showed Technology
improvement, 4 stayed the same, and 4 declined in average Financing
score. Significant gains were made in the ability to discuss price Price
Basics
(0.9 point improvement), the ability to qualify the level of inter-
Qualify Interest
est of the caller (0.4 point improvement) and and discussing a Control of Call
next step “call to action” (0.3 point improvement). Time to Reach
Warmth of Greeting
Conversely, declines were seen in two critical areas: ability to
-0.5 0 0.5 1
control and direct the conversation (0.3 point decline) and the
ability of the caller to anticipate caller needs and proactively Monitoring the source of phone calls is the type of data needed
raise questions to the caller (0.3 point decline). to objectively assess the value of advertising, public relations,
The ability to successfully conduct an initial phone call from direct-mail campaigns, and any other areas where money is
a prospective LASIK patient can make all the difference between being spent to get the phone to ring. Even for those practices
scheduling and not scheduling a consultation. The improvement that don’t spend significantly on external marketing, it is critical
across most of the topics between the two rounds is indicative to understand where (potential) customers are coming from
of the desire for practices to handle these calls better. The skill when they call. This will allow the practice to put more focus
at which counselors can discuss pricing/financing, ask questions and attention on the aspects of internal marketing that are
to qualify interest, and bring the call to a close by suggesting a working and eliminate those that are not.
Figure 2: Average Scores by Topic Total Call Scores and National Averages
Anticipate Needs
Once graded, the 13 topics were converted into a
Round 1
Call to Action weighted and indexed total call score with 100 possible
Round 2
Differentiation of Practice points. Scores for each of the completed calls were aver-
Technology
aged to come up with an average call score for each
Financing
Price practice for both Round 1 and Round 2. Average call
Basics scores in Round 2 ranged from a high of 85 to a low of
Qualify Interest
31. The mean score for Round 1 was 49.0 and for
Control of Call
Time to Reach Round 2 was 52.4.
Warmth of Greeting When comparing Round 2 to Round 1, there was a
0 1 2 3 4 5 7% improvement in the mean score. Of the 45 practices
3