How an Effective Phone Plan Can INCREASE Revenue In Your Practice

• 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

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

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

Let’s start with a couple mystery calls

Why do 45% of people not book at the first place the call?

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

Why is Control of the phone lost?

Reasons Control is lost on the phones

• Wrong people answering the phone

• Improper Training or No Training

• Phone staff is multitasking

• Staff turnover

Logical ProgressionThe Anatomy of a Phone Call

• Introduction• Exploration• Education• Closing

What is Opportunity Cost?

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.

Revenue Calculator

Elegant OrganizationImagine 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

Inspect What You Expect From Your StaffComplimentary Mystery Shop for Clarity

Attendees ($350 Value: 5 recorded spy calls to your practice)

Thank You!

Dylan Kemna –Director of Business Development

dkemna@opticall.com303-875-8338www.opticall.comwww.slideshare.net/

opticallwww.linkedin.com/in/dylankemnawww.twitter.com/opticall