How we helped the clinic receive 2.5 times more patient requests
Posted: Thu Dec 05, 2024 8:13 am
Every day, large medical centers receive hundreds of calls, and they need to be answered promptly, and not to forget about requests in messengers and social networks. We tell you how to automate the process and reduce the load on the call center.
Client Features
Our client is a large multidisciplinary medical center with branches sri lanka phone number library throughout Moscow. Its call center receives calls and requests from patients and their relatives every day, which need to be responded to promptly.
The medical center is successfully developing, constantly increasing the number of branches and the volume of medical services. This leads to an increase in requests, but there is not enough capacity to process them. Patients are forced to wait for an answer on the line and cannot get through, requests via online consultant and messengers remain unanswered.
Finding a solution
Our task was to automate work with telephone and test requests and reduce the workload of managers. In addition, it was important to save the history of all requests, regardless of the source from which they came.
To solve the problem, we used several tools.
Automation of answers to incoming calls
To work with telephony, we connected the Voice Robot. It intercepts all incoming calls to the call center and conducts an initial dialogue with patients, answering the most popular questions.
The robot uses only agreed upon scripted response wording, for example:
Patient : What are your opening hours?
Robot : All our clinics are open from 8:00 to 20:00, seven days a week.
The robot's phrase is standard, written in its script. However, the robot conducts a full dialogue with the client and answers his questions, responding to key words. Thus, the robot answers most of the most popular questions and takes on all the routine work of the call center.
Most often, patients call to make an appointment with a specific doctor (or a doctor of a specific specialty). The robot asks the patient for the necessary contact information, suggests a specialist, and enters the appointment into the CRM. After that, the system sends the patient an SMS with the date and time of the appointment and the address of the clinic.
If the patient has questions that the Voice Robot cannot answer, it switches the conversation to the manager. This way, specialists can avoid wasting their time on routine tasks and focus on solving more complex ones.
Working with text messages
On the clinic's website, you can contact specialists via an online consultant chat or write via social networks or messengers. This is due to the fact that not all patients prefer to make calls, and not everyone has this opportunity
Client Features
Our client is a large multidisciplinary medical center with branches sri lanka phone number library throughout Moscow. Its call center receives calls and requests from patients and their relatives every day, which need to be responded to promptly.
The medical center is successfully developing, constantly increasing the number of branches and the volume of medical services. This leads to an increase in requests, but there is not enough capacity to process them. Patients are forced to wait for an answer on the line and cannot get through, requests via online consultant and messengers remain unanswered.
Finding a solution
Our task was to automate work with telephone and test requests and reduce the workload of managers. In addition, it was important to save the history of all requests, regardless of the source from which they came.
To solve the problem, we used several tools.
Automation of answers to incoming calls
To work with telephony, we connected the Voice Robot. It intercepts all incoming calls to the call center and conducts an initial dialogue with patients, answering the most popular questions.
The robot uses only agreed upon scripted response wording, for example:
Patient : What are your opening hours?
Robot : All our clinics are open from 8:00 to 20:00, seven days a week.
The robot's phrase is standard, written in its script. However, the robot conducts a full dialogue with the client and answers his questions, responding to key words. Thus, the robot answers most of the most popular questions and takes on all the routine work of the call center.
Most often, patients call to make an appointment with a specific doctor (or a doctor of a specific specialty). The robot asks the patient for the necessary contact information, suggests a specialist, and enters the appointment into the CRM. After that, the system sends the patient an SMS with the date and time of the appointment and the address of the clinic.
If the patient has questions that the Voice Robot cannot answer, it switches the conversation to the manager. This way, specialists can avoid wasting their time on routine tasks and focus on solving more complex ones.
Working with text messages
On the clinic's website, you can contact specialists via an online consultant chat or write via social networks or messengers. This is due to the fact that not all patients prefer to make calls, and not everyone has this opportunity