Increasing Optimax’s conversion rate by 15 points.
At the time of the engagement, Optimax Laser Eye Clinics operated 22 clinics in the UK turning over approximately £30 million per year. As one of the top 3 laser eye surgery chains in the country, they offer no-frills laser eye surgery at a value price.
Optimax wanted to increase the conversion rate of their telephone call centres in Newcastle and Peterborough. After a 6 month engagement, we increased their telephone enquiry to appointment conversion rate by from 15% to just over 30% resulting in an annualized gross revenue lift of £13 million.
After 3 months, Alpa Desai, Direct Marketing Manager said “The increase in bookings has been incredible.”
How we did it
Using a highly effective telephone sales methodology, we trained the Optimax teams on how to convert more enquiries into consultations over two days at each location.
Following telephone sales training, we created individualised performance improvement programs for every member of the call center teams and conducted coaching calls on a weekly basis.
Upon completion, Optimax asked us to train their clinic sales staff at every one of their 22 clinics across the UK to help them increase conversion rates at the consultation.
At Optimax, we
- Evaluated all telephone sales representatives
- Designed and delivering a bespoke telephone sales training programme for phone reps (inbound and outbound)
- Coached all telephone sales representatives
- Produced a sales training DVD
- Redesigned the consultation process to be more customer-friendly
- Trained clinical assistants across 18 clinics in the new process
- Delivered a customised “Increasing Telephone Conversion Rates” course
- Delivered a customised “Increasing Consultation Close Rates” course
Meet our Founders
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.
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
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.
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