Booking an appointment with a patient in a network of clinics. Canada
Task: To communicate with patients through inbound and outbound lines. To advise and make appointments with physicians and for medical procedures in accordance with the clinic’s standards.
Approach: We developed a training structure for agents and created a multilingual team of specialists. We used our own telephony and CRM system to communicate effectively with patients. Since we understand the complexity of the product, we trained our agents in all the necessary skills.
Results: We accepted and successfully processed more than 25,000 cases within a month. We created effective business processes for our partner. We were able to optimize customer interaction to process requests quickly and accurately.
The team has achieved high service quality indicators, what was recognized by our partner.