• 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.



The typical mystery shopper asks a barrage of questions attempting to test the knowledge of the staff member. While this may seem like a good way to test your staff's ability to take a phone call, asking obscurely detailed questions is not indicative of the real patient experience. 

In contrast, our goal is to assess the level of customer service that staff members provide; their ability to create rapport, and to properly educate the caller while enticing them to visit the practice.

Several points on interested marked throughout the call include the following:

Systemic Issues. How long is the wait time, if any, before the caller is helped? How many calls are answered vs. going into voicemail? The number of holds and or transfers a caller experiences before being helped.

Proper greeting. A proper greeting helps to establish brand name right away and helps to build rapport when the staff member introduces themselves.

Demeanor. The staff member's demeanor is important as it can make or break the "sale"

Information Delivery. Is the staff member knowledgeable or do they need to place the caller on hold to obtain information. Is the counselor vague or do they overload the caller with information?

Efficiency. Is the counselor efficient and professional? Are they able to control and develop the call into a conversation but without wasting time?

Outcomes. Are the staff members making the proper effort to convert calls to consultations? Are they allowing callers off the phone without attempting to capture their information for future follow-up?

At OptiCall/First Contact, we have several mystery shop programs that will allow you to “inspect what you expect”. Let us perform a complimentary one-time “mini-mystery shop” on your practice and we’ll give you an idea of the detailed reports that you can expect.

Contact us to schedule your Free Practice Phone Assessment

First Name:

Last Name:

Email Address:

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Name of Practice:


How do you reach your new patients?
Newspaper
Radio
Web

Direct mail
Billboard
TV


Do you have dedicated staff to answer
the refractive calls?
Yes
No
How Many?


What procedures are you performing?
LASIK
Refractive IOL's

ICL's
Other


Feedback Questions or comments?
Yes, I would like receive more information



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