Convert more telephone enquiries

Train your staff to turn telephone calls into consultations

Designed specifically for non-salespeople, this engaging 1-day telephone customer service skills course enables your staff to confidently greet, qualify and convert phone enquiries into appointments. This healthcare-specific workshop is ideal for patient advisers, medical secretaries, and practice managers who need to persuade prospective patients to visit for an appointment. Armed with new knowledge, skills and confidence, your staff will return to your clinic ready to convert more telephone enquiries into consultations.


What’s in it for you, the practice owner?

The majority of clients engaging in Healthcare Staff Telephone Training realise at least a 10:1 return on investment on these training courses with some clients realising as high as 25:1 ROI.

And, training to increase your telephone conversion rate can not only increases your income but also can also increase your bottom line.

For example, a large clinic chain initiated our in-house telephone sales training program to train their call centre staff. In only 30 days from the training start date, the telephone team’s average call to consultation conversion rate increased by 8%. After six months, their conversion rate increased by 14%, effectively doubling pre-training levels. This conversion rate increase results in a sales increase of £425,000/month (£5.1M/year). The client says that “so far the conversion and bookings have increased incredibly” and the call centre staff have experienced a revival of enthusiasm and optimism that often eludes these types of workers.


What will participants learn?

The Telephone Training is the only telephone sales course designed specifically for health clinic staff in the UK.

This popular workshop focuses on the key components of successful telephone calls with your demanding enquiries. Participants learn how to introduce themselves and your clinic for maximum impact when capturing your caller’s attention.

We discuss the 10 questions your telephone staff must ask to qualify a caller and generate interest in your consultation. Throughout this fast paced, interactive and entertaining workshop we provide delegates with a series of clear distinctions so they can systematize each step of the call. This systematic approach gives “non-salespeople” the ability to continually improve their sales performance.

Additionally, we will teach your staff to take control of the conversation, discuss your service’s features, advantages and benefits, discuss pricing and financing and share your unique selling propositions.

Delegates attending this seminar will learn the difference between compliance and commitment as well as powerful methods to commit the customer early in the phone call, thereby eliminating phone calls that drag on into “virtual consultations”.

In this seminar, we show your staff how to overcome the most common objections they face on incoming and follow-up calls, enabling them to convert enquiries to consultations more quickly and with a higher degree of customer service.

Through challenging role-play exercises, your staff will be conducting the most professional phone calls in the industry within two days.

How long is the workshop and who should attend?

If you have fewer than 7 staff members who would like to attend, then our Open-Access Telephone Sales Trainings

[PDF Download] are usually the most suitable option for your clinic.

Open Access

Our public London telephone sales training course is scheduled over a more concise one full-day sessions from 9am to 5pm (lunch and refreshments included). Your team will get to roleplay with people from other companies who are faced with the similar challenge of converting callers into customers.

Attendees frequently include:


  • call centre operators
  • medical secretaries
  • telephone counsellors
  • telesales people
  • receptionists
  • call centre managers
  • practice managers



Custom Telephone Training can be scheduled at the client’s convenience, and usually requires two full-days to effectively deliver all of the learning objectives.

Custom Telephone Training requires a minimum of 8 participants. Tell us what you need here…

What does the Customised Training Option include?


  • sales process observation and reporting (individual and group needs assessment)
  • a planning and goal setting meeting with managers
  • customised instructional design
  • delegate workbooks


Participant Feedback for: Increasing Telephone Conversion Rates, Sales Training

“Training was brilliant! Right to the point, was fun all the way through because we were constantly participating. For the first time I understand my job role completely and I’m confident I’ll perform 100% better!”

— Telephone Customer Service Adviser, Optimax Laser Eye Clinics


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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.

Meet our Founders

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

Rod Solar

Founder & Scalable Business Advisor

Rod Solar is a co-founder of LiveseySolar and a Scalable Business Advisor / fCMO for our customers. Rod mentors and coaches CEOs/Founders and their leadership teams to double their sales, triple their profits, and achieve their “ideal exit”.

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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.

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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