Do You Need Us?

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.

Many Doctor’s and Patient Coordinators are so swamped with the details of doing their job. The activity leads to the false assumption that their phones must have been answered properly to have generated such a huge volume of work.

Time and again when real calls are recorded and reviewed we see that Administrator’s and Doctor’s preconception of these calls does not necessarily match their reality. In actuality, phones are often answered by unprepared, uninformed, un-enthused and often uncaring staff.

Most of us experience poor customer service in some form every day, but when delivered over the phone it is most frustrating. The customer’s choice is to deal with it or go elsewhere.

Your goal as a leader in your organization should be to always stand out as exceptional. There are no second chances to make a good first impression. A bad first impression in the competitive elective surgery market simply leads to your potential customer to seek care elsewhere. It’s hard to imagine how disposable your premium services really are. At First Contact and OptiCall we often hear the same person shopping price at competing practices.

In actuality, the average practice today loses 40% of their leads, and converts only 40-50% of inquiries into consultations. Sound unbelievable? That’s what many practices said until we started analyzing their real patient recorded calls. The stakes are high when each incoming call represents thousands of dollars in potential revenue.

Lead capture is essential when in today’s market every call counts.
But how do you make the consumer realize that you are the best choice? The answer is to match your perception to your reality, and to become as excellent as you think you can be. It’s the only way to ensure that every caller ends the conversation feeling that they have called the right place.

First Contact and OptiCall provide solutions for your practice to excel in providing the ultimate customer service experience. Our solutions can help your team get better at what they do, or augment their capabilities by providing off-site staff to expand hours for potential patients to reach your office.

We invite you to explore our website to learn more. Now more than ever, you cannot afford to be average!