Case of the network of veterinary clinics "Aibolit Plus"

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Telephone communications in the clinic require special skills of operators. This is not just "sales" in the traditional sense of the word, but, first of all, a promise of help and active participation in its provision.

Smart telephony tools help a medical call center handle the maximum number of calls, and its manager monitors the quality of service and develops a motivation system for employees.

Client

"Aibolit Plus" is a network of veterinary clinics in the taiwanese telegram "near home" format in Moscow and the Moscow region. On the market since 2008. It is distinguished by territorial accessibility for clients who know doctors and make appointments with specific specialists.

An important feature of the clinic is the presence of a professional call center. Its tasks include not only registering patients, but also consulting the client on all issues of the clinic's work, this frees up the doctors' time and allows them to concentrate on treatment. Operators have access to patients' medical records, send doctor's recommendations and appointments, make care calls, remind about registration, vaccination, etc. Thanks to this, clients can contact the clinic at any time and quickly resolve their issue.

Problem
As the network began to expand and the flow of clients increased, the managers came to the conclusion that the call center needed a special control system. For this, it lacked:

clear scripts and conversation algorithms, as well as tools for monitoring their compliance;
process of tracking call statistics.
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UIS capabilities used

Virtual numbers

Call recording

Statistics and reports

Auto-dial
Solution
1. Thanks to call recordings and detailed call statistics, it was possible to build a system for call center control, operator training and motivation. The manager studies weekly and monthly statistics on incoming, outgoing, missed, processed calls for each employee. Listening to the recordings, he determines the quality of communications - compliance with new scripts and conversation algorithms. Based on all this data, operators are grouped into different categories by qualification and the corresponding salary level. All employees strive to get into the highest category and stay in it - therefore, they constantly work to improve quality.

Marina Morozova, head of the call center of the network of veterinary clinics "Aibolit Plus"

We fight against filler words. We have developed algorithms for answering frequently asked questions. We know how to provide short consultations and communicate test results. Employees do not forget to introduce themselves, ask the client's name, clarify important information, record a description of symptoms, offer an appointment, and make an appointment. They also regulate the schedule and appointments of doctors at all clinics in the network. Operators have already become professionals who can cope even without a manager.

2. An archive of saved call recordings allows you to quickly return to any call to resolve disputes between clients and clinic staff (for example, regarding the date and time of the recording).

3. A responsive and highly qualified UIS support manager quickly helps the call center manager resolve all issues related to Internet telephony.