Optegra chooses LiveseySolar to help improve telephone and interpersonal communication skills

We’re delighted to announce that we have reached an agreement with Optegra Eye Care to plan and deliver customised telephone and communication skills training to its contact centre staff, health care technicians, optometrists, patient liaisons, and refractive surgeons. The training is scheduled to be delivered in the in the last 3 months of 2011.

Gareth Steer, Managing Director of Optegra Eye Care said: “Optegra’s goal is to become the most trusted provider of eye care services and so it is vital that every interaction that we have, with every single customer, exceeds their expectations.

“We decided to engage the proven expertise and experience of LiveseySolar, to help take our customer interactions to the next level of excellence and consistency, whether by phone or in person.” Gareth Steer, Managing Director, Optegra

Our patients’ satisfaction and “willingness-to-recommend” scores are already extremely high, and positive word-of-mouth is our most powerful marketing tool.

However, we need to ensure that we never become complacent and as well as delivering excellent clinical outcomes, we always deliver a “wow” experience for all of our customers.

This includes the necessity for everyone in the Optegra team to be able to communicate effectively with customers, to help them to make the right decisions for their own eyes.

To that end, we decided to engage the proven expertise and experience of LiveseySolar, to help take our customer interactions to the next level of excellence and consistency, whether by phone or in person.”

The three goals of the training will be

1. an increase in communication effectiveness on the telephone and interpersonally
2. an improvement in communication skills effectiveness to match other core competencies
3. a documented and repeatable communication skills process that can be used to train, coach and evaluate existing and new staff and partners (“The Optegra Way”)

Guildford-based Optegra – backed by investor Moonray Healthcare – is the ophthalmic group that has expanded most in the past year. In February it acquired the Yorkshire Eye Hospital (a LiveseySolar client) in Bradford and Birmingham Eye Hospital, as well as opening other world-class eye hospitals in Solent and Manchester.

About Optegra

Optegra is a specialist provider of ophthalmic services in the UK and selected international markets. They operate five specialist private eye hospitals in Surrey, Birmingham, Solent, Yorkshire and Manchester, supported by over 80 consultant level ophthalmic surgeons. Through their world-class centres of excellence in eye care, they bring together cutting edge research and medical expertise, state-of-the-art surgical equipment and top ophthalmic surgeons renowned for their areas of expertise to offer their customers the best clinical outcomes in laser vision correction, also known as laser eye surgery, cataract removal, Clarivu Total Vision Correction – (Optegra’s refractive lens exchange procedure) and cosmetic procedures, all carried out in ultra-clean theatre environments.