ACE Program

A great stepping stone in evaluating your practice needs is to start with our Mystery Shop service. Our Mystery Shop is an objective view of your business through the eyes of the customer.
Logical progression has been developed through our experience in managing over 1.5 million patient calls. We have developed a call flow system that helps guide the counselor through a patient telephone call inquiry.
We all expect good customer service however hearing this message may make one feel here is a company that really does care, or do they? How many times have we heard this message and yet our experience on the phone was less than dazzling?
"We are either assisting other patients, out to lunch or you are calling after hours..." An existing patient calling your office and hearing this message is likely to stay on hold or leave a message. However, a new prospective patient calling your practice for the first time and hearing this message...
A recent survey from Market Scope reported only 54% of practices are effectively tracking their leads/patients. We cannot know where we are going if we don't know where we have been.
Coming soon!
Coming soon!

Our experience with mystery shopping over the last 8 years with thousands of calls placed has changed our philosophy and approach to the process placing and scoring calls. We strive to minimize the bias inherent in mystery shopping by attempting to recreate the flow and content of a real patient call. We have found this is best achieved by asking a broad opening question, and one or two follow-up questions that give the counselor the opportunity to expand on the subject and hopefully develop a conversation with the caller.

Although many offices provide similar services, each one is unique in its own way. To succeed in business, you must have 3 things:

1. A great product
2. A great delivery system
3. A great service mindset.

OptiCall/First Contact's services focus on creating the right service mindset to allow your practices to stand out above and beyond the competition. Excellent customer service creates loyalty to your brand and helps make price irrelevant. Learn more about the services we provide that can help your office excel in the customer service and turn more prospects into patients.

The average practice loses 30 of new patient leads and doesn't even know it!

Often Perception does not match reality. Being overwhelmingly busy, does not necessarily correlate with the delivery of good customer service, optimizing lead generation, and maximizing surgical volume from your phone lines. ACE has been responsible for elevating staff morale, increasing lead capture and surgical volume, and allowing administrators the luxury and benefits that come with excellent phone handling.

Coming soon!

When you partner with OptiCall, you partner with a company that is committed to the success of your business. In our years of providing services to improve the quality of phone handling, we have come across services that also may help enhance the patient experience at your practice.

Over 250 practices nationwide have trusted us to help create the right customer experience on their phones. Whether we are coaching their team on how to handle calls, or providing phone coverage for when they cannot be there to answer, it's all about the customer experience. Click here to learn more about what our offices are saying.

“ACE” (Actual Consumer Experience)

“This call may be recorded for quality assurance”

Have we become numb to hearing this recorded message when calling various companies? We all expect good customer service. Hearing this message may make one feel as if this is a company that really does care. Or do they? How many times have we heard this message, and yet our experience on the phone was less than dazzling? We had to repeat our story multiple times, we are transferred multiple times, put on hold, put to a voice mail, and the list goes on.

Fact: Customer service will make or break your business. Research has shown that 45% of patients that did not book a procedure with the first practice they inquired at attributed their decision to poor customer service.

Knowing how we come across to our customers/patients over the phone is vital. This is our opportunity to provide a first impression that stands out from your competition and is the stepping stone for creating customers/patients for life.

For many finding the time to manage phone staff, coach or train them and monitor recorded calls for quality assurance is very challenging and more often never happens. Instead we find ourselves consumed with extinguishing fires rather than preventing them.

Our philosophy is, if the customer/patient is managed properly the first time, conversion rates will increase and the need for follow up will decrease.

With our ACE program (Actual Consumer Experience); your actual customer/patient calls are reviewed for quality assurance by our highly trained counselors.

Benefit from our experience in handling over 1.5 million calls.
Initial on-site coaching and program guidance is provided.
Weekly or monthly reports are provided to highlight areas of opportunity and improvement.
Ongoing monitoring and coaching to ensure continued improvement.
Turn more telephone inquiries to customers/patients.
Improvement seen typically with in the first 60 days of the program.

To learn more or schedule an online demo, click here to contact us.