The medical center offers a lot of services. That is why administrators have to process about 300 new applications from clients every day: they should record patient information and time of appointment.
Also, they need to call 500 contacts on average to remind them about meeting with a doctor.
Administrators are unable to deal with all incoming messages because they also have other working responsibilities.
The agency does not have enough managers to call a base with huge phone numbers. They decided to transfer this task to an outsource call center to increase the speed of calls. Unfortunately, one lead price turned out too heavy even if the call center would make a better offer and conversion would be high.
Calls have to be made every day
The daily charge for a call-center service
Cost for a month of a call center work
Price for one call
Moreover, a lot of time would be wasted for data transfer and attempts to reach clients which do not answer – the medical center will lose potential clients and a reputation.
The center needs to automatize appointment confirmation, that is why the director decided to use robocalls.
1 Responsible administrator load updated phone numbers database in the personal account.The robot need to call around 500 contacts everyday.
2 Record audio clips which remind about an appointment – individual for each doctor.Audio clips were voiced by a woman administrator. A female voice is perceived as a soft and caring one, that is why it is more suitable for the medical sphere. Due to this, all contacts who answer the call listened to a full message.
Voice recognition technology with thoughtful keywords allowed patients to confirm their appointments easily.
Only 5% of contacts asked for additional information or appointment time transfer – the robot connected them with the medical center administrator automatically.
What was automatized?
Dialing and calling a huge amount of phone numbers
Confirmation and reminding of the time of appointment
Transfer requests for changing time of appointment to the center’s administrators
The robot automatically started to call contacts from loaded databases after the broadcasting began. A necessary amount of calls was made during a working day – administrators needed time for processing of incoming requests to change an appointment time or give a consultation.
After the clients answered the phone, Effebot played a recorded audio clip with reminding about meeting with a doctor.
The robot asked “Will you come?” and the client could answer using his voice:
Example of an audio clip
Phone numbers base
Successful calls for a month
The month charge for Effebot service
Price for one call
The robot helped to automatize reminding about an appointment.
Clients took robocalls quite positively: 95% of contacts who answer the call listened to a full message.
90% of patients confirmed their appointments by themselves and then come to a doctor in time – a simple script had been enough to effectively remind them about a meeting. Only 5% of calls were transferred to administrators.
Effebot reduced administrators’ workload at 20 times: now they have to call only 5-7 patients in a day - those who the robot did not reach. Thanks to clear statistics which are available in real-time they can easily check who did not pick up the phone.
Our client’s feedback