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What your telephone reception service covers
4 scenarios for dealing with telephone enquiries specific at the optician’s
Between urgent enquiries, appointments and order tracking, an optician’s receives a wide variety of requests. These four situations call for a clear and reassuring manner when dealing with customers over the phone.
Broken or lost glasses – urgent
Without their glasses, some customers urgently need them repaired or replaced. Your reception should indicate whether a quick repair is possible, even without an appointment.
A question about direct billing or reimbursement from a private health insurance scheme
Optical claims remain a complex issue for many customers. Clearly directing them to an adviser or to practical information helps to avoid misunderstandings.
A request for an appointment for an eye test or to renew a prescription
Eye tests, new glasses or contact lenses: these appointments are often booked over the phone. A quick link to the online calendar makes it easier to book an appointment.
Tracking an order for glasses currently being made
Between placing an order and delivery, customers often want to know how long they’ll have to wait. A reassuring message about tracking helps reduce repeat calls.
Briefing, registration, delivery, installation. Several days’ wait and a charge for each change.
You can create the audio file in a matter of seconds. Your installer receives it straight away.
Set up your company’s telephone greeting opticians’ shop
With Voconix, you can go from a blank page to a professional audio file in just a few clicks, without a studio or a technician.
Write your text
Free-form text or ready-made template for an optician’s. Opening hours, appointments, direct billing.
Choose your voice
Choose from 5 languages, with AI voices you can test on your text and human voices available.
Add some music
Over 10,000 tracks. Automatic mixing.
Instant download
File compatible with all systems. Ready to be sent.
Step 5/6: Choose music from over 10,000 tracks
Audio files ready to be submitted on your switchboard
The files generated by Voconix are compatible with all telephone systems used in opticians’ shops, without the need for any conversion.
Audio formats
MP3, WAV, G.711a, G.711u, G.722, G.729. Compatible with all IPBX systems and telephone switchboards used in opticians’ shops. Standardised sound level.
Direct delivery
Enter your installer’s contact details in Voconix. Your file is sent automatically, without you having to do anything.
Saved pronunciations
Technical terms (refraction, dioptre), brand names: once specified in Voconix, the correct pronunciation is saved and reused in all your future messages.
A call to your optician is often urgent or a cause for anxiety
Broken or lost glasses, or an urgent need for a new prescription: a customer who calls an optician’s often has an immediate need. Without a clear answer, they may turn to a competitor or an online solution that is less suited to their situation.
A welcome message that reassures customers about emergencies, guides them through the appointment booking process and clarifies the direct billing arrangement helps to project a professional image for your shop. With Voconix, this message can be created in a matter of seconds.
The specific aspects of telephone customer service at an optician’s
Managing emergencies without a prescription
Broken lenses, lost frames: these situations often call for a quick response, even without an appointment. Stating in your message whether an emergency repair is possible saves the caller from having to look elsewhere.
Clarity on direct billing and reimbursements
Reimbursement for optical care (National Insurance, private health insurance, 100% Santé) remains a complex issue for many customers. A message directing them to an adviser, rather than attempting to explain these rules, helps to avoid misunderstandings.
Guidance on booking appointments
Eye tests, new glasses or contact lenses: these appointments are often booked online. Mentioning this option in your welcome message makes the booking process run more smoothly without tying up the in-store team.
Reassuring tracking of orders in production
Between placing their order and the glasses being delivered, some customers call back several times out of anxiety. A message stating the average delivery time or a IVR Reduced monitoring has cut down on these repeated calls.
Practical advice
Best practice in customer reception by telephone with the optician
Six practical tips for a telephone reception service that puts your customers at ease and makes it easier to book appointments.
Please indicate whether urgent repairs are possible
Broken lenses or a lost frame: please let us know if your shop can deal with these common issues quickly, even without an appointment.
Please direct any questions regarding refunds to an adviser
Direct billing and health insurance rules are complex. Avoid automated explanations and direct customers to a human adviser.
Make it easier to book appointments online
Please state which booking platform you are using (Doctolib or another) for eye tests and prescription renewals, to help reduce the workload on our telephone reception service.
Please provide the average lead time for orders currently in production
An estimated delivery time helps to reduce anxiety and the number of repeat calls from customers waiting for their new glasses.
Update the message for each promotion
‘Buy one, get one free’ offer, summer sale: tailor your welcome message to your shop’s key sales periods.
A calm and professional voice
The tone should reflect the professionalism expected of a healthcare professional, whilst remaining warm and approachable.
Telephone reception by sector
Every sector has its own constraints. Select your sector.
Enhance the voice communication on your opticians' shop
Optician’s pre-qualification
The first message your customers hear before being put through. Put your customers at ease straight away with a professional yet friendly tone.
Update on the ‘second pair’ offer
Summer promotion, back-to-school offer: update your telephone greeting in seconds for every sales campaign.
Manage all your shop messages
General enquiries, emergencies, booking appointments: create and standardise all your shop’s messages from a single account.
Opticians’ answering machine
Even when closed, your shop can provide information on opening hours, emergencies and alternative points of contact.
New optician or manager
Create the new manager’s message straight away, without having to wait for a recording studio.
Find your old messages
Past promotions, past timetables, past offers: view the history of all your generated files.
IVR system for an optician’s shop
Direct your customers from the very first call – whether it’s an emergency, an appointment or an enquiry about an order – without tying up the in-store team.
Advisor voicemail
Outside opening hours: ask your customers to leave a message, specifying a clear time for you to call them back.
The 100% stand-alone unit for your shop
Choose the voice, music and text, then create your own welcome message without having to rely on an external provider.
The pricing
Free
€84 /year
(10,000 titles)
€180 /year
FAQ: Optician
Why does an optician’s need a professional telephone reception service?
A customer who calls an optician often has an urgent need (broken glasses) or a complex query (health insurance reimbursement). A clear telephone greeting that reassures and provides effective guidance improves customer satisfaction and loyalty.
How do you deal with a broken pair of glasses over the phone?
Please state in your message whether your shop offers a quick repair service, even without an appointment, for simple repairs (screws, frames). This immediately reassures callers in an emergency.
Should the direct billing system be explained in the welcome message?
No, these rules are too complex for an automated message. Instead, refer the customer to an adviser who can provide a precise answer based on their health insurance provider.
How should requests for eye test appointments be handled?
Please mention your online booking platform (Doctolib or similar) to streamline the appointment-booking process without tying up the in-store team for every call.
How can I reassure a customer about the production time for their glasses?
Please include an approximate average waiting time in your message, or direct customers to a https://voconix.fr/message-svi-pro// page where they can track their order without disturbing the in-store team.
What kind of voice should be used for an optician’s telephone greeting?
A calm, professional voice that conveys the professionalism expected of a healthcare professional, whilst remaining warm and approachable.
How should the message be tailored for a sales offer such as the ‘second pair’ promotion?
Create a custom message using https://voconix.fr/ that mentions the current offer. Remember to revert to the standard message once the promotion has ended.
Can an IVR system effectively route calls from an optician’s?
Yes, a well-designed IVR system can quickly distinguish between emergencies, appointment bookings and order enquiries, without tying up the in-store team for every incoming call.
How do you set up a telephone answering service for an optician using Voconix?
Write your own text or use a ready-made template, choose a voice from 25 options, add music if required, then download the audio file, ready to send to your installer. All in under 2 minutes at https://voconix.fr/.
How much does it cost to set up a telephone reception service for an optician’s?
The first message is free, with no credit card required. Subsequent packages are tailored to the volume of messages you need to manage. See the prices at https://voconix.fr/#tarif.
