2010 Phone Trends and Tips for Successful 2011
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Who's Calling? Elective Surgery Phone Trends and Tips for a Successful 2011 Now, more than ever... your practice cannot afford to be average!
description
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
Transcript of 2010 Phone Trends and Tips for Successful 2011
Who's Calling? Elective Surgery Phone Trends and Tips for a
Successful 2011
Now, more than ever...your practice cannot afford to be average!
What We Do...
OptiCall Elective Call Handling
OptiCall ACEtm- Actual Consumer Experience
OptiCall- RefracTraktm- Web based contact management and phone scripting program
Mystery Shopping
OptiCall “Boomerang” patient recall services
Our Goals …
Understand 2010 trends in the industry and how they relate to LASIK call volume
Share our concepts and tools for call handling
improvement, and call conversions
Hear from industry experts on how to position YOUR practice for a successful 2011
Jan 2010 Calls By Day7805 calls
Feb 2010 Calls By Day8040 calls
March 2010 Calls By Day
7807 calls
April 2010 Calls By Day
7548 calls
May 2010 Calls By Day
8155 calls
June 2010 Calls By Day
8846 calls
July 2010 Calls By Day8311 calls
Aug 2010 Calls By Day
8488 calls
Sept 2010 Calls By Day
9230 calls
Oct 2010 Calls By Day8721 calls
Nov 2010 Calls By Day
10,524 calls
Dec 2010 Calls By Day
9049 calls
2010 Overall Calls102,524
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
Marketing Trends
What are prospective patients interested is?
We all try to stand out in some way.
“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
To Succeed In The Elective Surgery Business
1. Excellent
2. Excellent
3. Excellent
Product
Delivery System
Service Mindset
Consumer Expectations
Basic
Expected
Desired
Surprising
Unbelievable
Create Brand Loyalty!
Why don’t people have a procedure at the first
practice they contact?*
*survey completed by American Network
45% did not book due to poor customer service
• Contributing Factors?
Patients felt they were kept on hold for too long.
They had to repeat information to multiple representatives.
They felt the representative was not knowledgeable or could not solve problems.
Responses to patient’s messages or emails were too slow.
Why is control lost at the phone?
Wrong people answering the phones
Improper training, or no training at all
Phone staff are multitasking
Staff turnover
How Do We Take Control Of The Call?
• Focus on the main objective
• Book an appointment
• Capture a lead for follow up
How Do We Take Control Of The Call?
• Establish Rapport
• Use a proper and friendly greeting
• Obtain their first name
How Do We Take Control Of The Call?
• Discover the mindset of the caller
• Assess their starting point
• What are their needs?
• Use questions to direct the call and gain needed information
• Use active listening skills more that talking
Elements Of An Effective Phone Plan
Creating the plan with a “service mindset”
Who answers your phones?
Use your “A” team!
What scripting is in place?
Script out the FAQ’s in advance
What training and coaching do you provide?
Listen to your own calls to improve on delivery and style
How do you track your success?
Are you using a tracking system?
Let’s Talk Price!
• When to approach price when it’s been asked.
• How to approach the dreaded question!
• What to say?
• How to redirect the caller’s attention away from price.
How to contact us!
• Bill Mercier- [email protected]
• 941-893-2400 ext 2
• Dylan Kemna- [email protected]
• 303-875-8338
• Mike [email protected]
• 713-839-0202
• Mike Dobkowski- [email protected]
• 207-878-5900
• Angel Misenhelter- [email protected]
• 310-433-5389
Thank You !!!
This has been an
OptiCall Presentation
