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OptiCall was approached at the beginning of 2014 by renowned plastic surgeon Dr. Constantino Mendieta, who was looking for a solution to effectively handle new patient inquiries that were falling through the cracks, either by missed calls or outside the normal hours the practice was open. We partnered with his practice, 4beauty, by offering our First Contact Overflow and Extended Hours of coverage. This service ensured the practice that any phone calls made during business hours that weren’t able to be answered by his busy staff, would be covered by our trained professional counselors. There was no longer any risk of new inquiries being routed to voicemail – they always spoke to a live person. Additionally, our Extended Hours coverage allowed the practice to promote a wider range of live person phone hours on their website, to better accompany the research patterns of his discerning clients.
Beginning service January of 2014, OptiCall immediately started filling consultation spots off of phone calls that otherwise would have been unanswered, helping 4beauty achieve an overall revenue increase of 20%.
“OptiCall started handling our new patient calls for overflow and extended hours of coverage in Jan. 2014. Last year we saw a 20% increase in surgery volume and we feel OptiCall’s service definitely contributed to our success. We have been so pleased with OptiCall’s phone handling process that we have had their phone trainer come out on site to train our internal staff on the customer service mindset with the logical progression approach to handling practice phone calls.”
– Max Rockwell, Marketing Director, 4beauty