Chain of UK private hospitals get 88% higher conversion rates on the phone

Background:

A chain of private hospitals hired us to help them convert more callers into consultations.

Problem:

Before training, the call centre converted 26% of the calls they received at their call centre. We conducted mystery calls over a period of two weeks. Scoring the calls on our standardised call quality tool, we found that sales people greeted callers inconsistently, and often didn’t request basic information to register leads.

Sales people didn’t gather useful information from callers, and instead provided them with information about the clinic and its services, unasked. We also noted that sales people failed to ask for the appointment, sometimes when buying signals were presented.

When presented with objections to the appointment, they didn’t handle them appropriately. Often, they would not take the callers details for follow up, to avoid appearing pushy. Given that each caller represents nearly £5000 of business to the company, and all buying decisions happen at consultations, increasing conversion rates on the telephone is very important.

Solution:

Working with management to determine a set of optimal learning outcomes, we prepared a customised training program to address the salespeople’s telephone selling weaknesses. We delivered the program over 2 days. All participants reacted positively after training. All passed their learning outcome exams a week later. We conducted mystery calls following training, which demonstrated that new skills were being applied.

Result:

Conversion rates rose dramatically the week following training and averaged 50% over the 5 months immediately following training. The team continued to perform well after training, with an average conversion rate of 49% over the 10 months. Given that the conversion rate rose from 26% to 49%, that’s in an 88% increase in conversion rates over 10 months.

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

GET YOUR SCORE

Find articles on:

What our clients say…

“In a matter of weeks, we already saw results with LiveseySolar. Far before we were even finished with our project.”

Erik Chotiner, MD, FACS, Ophthalmologist

“The whole group has been very, very professional. We’re quite early in the stages, but we can see the benefits.”

Dr Nick Mantell , MBChB FRANZCO

“They’re very professional. They know what they’re doing, but they also put us at ease. This helped us to cut through what’s needed to get what we want.”

Mr Praveen Patel, MA (Cantab), MB BChir (Cantab), FRCOphth, MD (Res)

“It’s wonderful to work with an agency that engages on our level and understands our market.”

Dr Anton Van Heerden, MBChB; FRANZCO, Ophthalmologist

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

Get your score

Related Posts

Meet our Founders

We’re passionate about helping leaders of high-quality, growth-minded practice owners double their practice revenue

Rod Solar

Founder & Fractional CMO

Rod co-founded LiveseySolar and acts as a Fractional CMO for our customers. He’s on a mission to help transform the lives of 10,000 people with vision correction surgery by 2024. To achieve that, he inspires his customers to make confident decisions that will help 50,000 people take the first step towards vision correction.

Read more

LiveseySolar completely transformed the way we were approaching this… We’ve gone from having just the dream of having a practice to having a practice up and running with people making inquiries and booking for procedures… It’s extremely pleasing. We feel lucky we connected with LiveseySolar.

— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO

Laura Livesey

Founder & CEO

Laura Livesey is the co-founder & CEO of LiveseySolar. She has developed powerful refractive surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.

Read more

Rod and Laura know as much about marketing surgery to patients as I know about performing it. They are an expert in the field of laser eye surgery marketing. They know this industry inside out. I believe that they could help many companies in a variety of areas including marketing materials, sales training and marketing support for doctors.

— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, UK