1. How an Effective Phone Plan Can
INCREASE Revenue In Your Practice

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. 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. 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. Let’s start with a couple mystery calls

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

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. Why is Control of the phone lost?

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. Logical Progression
The Anatomy of a Phone Call
• Introduction
• Exploration
• Education
• Closing

11. What is Opportunity Cost?

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. Revenue Calculator

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. Inspect What You Expect From Your Staff
Complimentary Mystery Shop for Clarity
Attendees ($350 Value: 5 recorded spy
calls to your practice)

16. Thank You!
Dylan Kemna –Director of
Business Development
dkemna@opticall.com
303-875-8338
www.opticall.com
www.slideshare.net/optic
all
www.linkedin.com/in/dyla
nkemna
www.twitter.com/opticall