Call center for clinics and laboratories

Customer request

Our task was to ensure high-quality and prompt patient service across various channels – website, chats, phone, messengers, etc. The range of tasks for the operator-coordinator was extensive. Key functions included handling incoming and outgoing calls, such as:

Appointment scheduling and consultations.
Reminders about appointments.
Recommendations on how to prepare for procedures.
Explanation of appointment details.
Creating and managing the doctor’s schedule.

Problems and challenges identified by clinic management:

Long patient wait times on the line – over 60 seconds.
Patients forgetting appointments or arriving unprepared, leading to doctors having idle hours.
Not all operators met clinic standards due to insufficient training.
Business processes were not standardized, making the appointment scheduling system ineffective.
Additionally, patients expressed dissatisfaction when they couldn’t reach an operator, negatively impacting the clinics’ reputation and their ability to attract new patients.

Services provided in this Case

Call Center Outsourcing

Customer service

Live Chat Outsourcing

Email Support Outsourcing

CRM Outsourcing Services

Our comprehensive approach to solving the client's tasks.

1. Developed a Training Plan and Standards for Agents:

We created training programs covering medical aspects, service standards, and communication in English and French, ensuring our operators’ high competence

2. Onboarded a Team of Bilingual Coordinators:

We recruited operators fluent in English and French, allowing us to effectively serve patients from both primary language groups.

3. Implemented Top-notch Techs.:

Using our telephony and CRM system, we optimized the process of handling calls and appointments, significantly reducing wait times and improving the accuracy of request processing.

4. Created Standardized Business Processes:

We developed efficient processes that allowed for quick and accurate handling of patient requests, enhancing overall operational efficiency.

Result:

Processed 25,000+ cases per month
Created a structure for in-house training of agents
Established a multilingual team of specialists
Created business processes for the partner
We have the best service quality indicators among competing companies

We offer a wide range of other services

Every business has unique customer interaction needs. For instance, a retail store may require chat and phone support, while a tech startup may need technical assistance. Let us tailor a service package that aligns perfectly with your business requirements.

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