Now the call center is 4.5 times more productive”: our client’s experience
Posted: Thu Dec 05, 2024 8:36 am
We tell you how to optimize routine operations of call center specialists, help them with mass and personal calls to clients, save time on standard dialogues and switch to more complex and more profitable tasks for the company.
Client Features
Our client is a large multidisciplinary medical center with a network of switzerland phone number library branches in several cities. Every day, call center employees need to make hundreds of calls. They confirm client appointments, remind about doctor visits or readiness of tests, and accept incoming calls about rescheduling an appointment. In addition, at least once a month it is necessary to call at least one segment of the client base to tell about a current promotion.
The call center permanently employs 15 managers, as well as a supervisor and a manager who train newcomers, monitor reporting and call efficiency. Managers change every few months: work in a call center is a starting position, and employees strive to gain experience and move on to a less stressful position.
Unfortunately, with such a large work flow and constant change of specialists, human errors are inevitable. Specialists do not always get through to clients, sometimes they confuse them and forget to enter them into the database. When working manually, it is impossible to reduce the number of errors to zero. Therefore, our client decided to fundamentally change the approach to solving the problem and connect automation using modern technologies.
Choice of solution
We proposed to automate all daily routine operations, thus freeing up 90% of managers’ time.
Automation is possible by connecting a Voice Robot. It integrates with the CRM system, and when the client's status changes (for example, a day before the scheduled doctor's appointment), it automatically makes a call at the scheduled time.
For the voice robot, we wrote dialogue scripts, taking into account the most common dialogues with clients and manager scripts. The robot reacts to c
Client Features
Our client is a large multidisciplinary medical center with a network of switzerland phone number library branches in several cities. Every day, call center employees need to make hundreds of calls. They confirm client appointments, remind about doctor visits or readiness of tests, and accept incoming calls about rescheduling an appointment. In addition, at least once a month it is necessary to call at least one segment of the client base to tell about a current promotion.
The call center permanently employs 15 managers, as well as a supervisor and a manager who train newcomers, monitor reporting and call efficiency. Managers change every few months: work in a call center is a starting position, and employees strive to gain experience and move on to a less stressful position.
Unfortunately, with such a large work flow and constant change of specialists, human errors are inevitable. Specialists do not always get through to clients, sometimes they confuse them and forget to enter them into the database. When working manually, it is impossible to reduce the number of errors to zero. Therefore, our client decided to fundamentally change the approach to solving the problem and connect automation using modern technologies.
Choice of solution
We proposed to automate all daily routine operations, thus freeing up 90% of managers’ time.
Automation is possible by connecting a Voice Robot. It integrates with the CRM system, and when the client's status changes (for example, a day before the scheduled doctor's appointment), it automatically makes a call at the scheduled time.
For the voice robot, we wrote dialogue scripts, taking into account the most common dialogues with clients and manager scripts. The robot reacts to c