Case Studies

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.

Here is what our clients are saying:

"Just a quick note to tell you we are very pleased with the results of your ACE program! The training has been great! The weekly monitoring and feedback of calls has dramatically decreased loss leads and encouraged our call center staff to make the most of each call! In a time when advertising costs are so high and rumors in our market report a downward turn, we're experiencing increases in LASIK volume!" Many thanks!

Miriam Moore 
Director of Patient Services

"Opticall and the ACE program has, in 3 months, resolved issues that I have had on my phones for 13 years! I'm very happy with the ACE program."

Ken Moadel, MD

“While everyone else is singing the blues, we’ve had our best months ever. Our secret? The usual stuff and OptiCall’s ACE program. LASIK may be elective, but ACE is almost mandatory.”

Dave Wallace, MD

I have access to many programs that offer help and improvement to practices. OptiCall’s “ACE” program is one of the few programs I walk in the door armed with. Why? I know it works! With out a doubt, “ACE” is one of the best tools I can think of to help a practice optimize the value of every refractive call they take. In my opinion ACE is a “no-brainer”.

Lauren Ries- Business Development Manager

OptiCall has proven to be an asset in educating and training our staff in the art of phone counseling. We highly recommend OptiCall/First Contact’s services!

Stephen Bracci MD.