“Handles 9,000 support calls a month across 14 practices and keeps availability at 100%.”

The challenge

Fourteen receptions each fielded the same questions: opening hours, insurance, how to prepare for a procedure. Peak-hour hold times exceeded four minutes and 15% of callers hung up before being answered.

What they set up

One assistant per practice, trained on the group knowledge base and each location's calendar. It books, reschedules and confirms appointments in German and English, answers insurance questions, and runs outbound reminder calls the day before.

Results

• 9,000 calls a month handled with zero hold time
• No-shows down 27% thanks to reminder calls
• Receptionists focus on patients in the room
• Multilingual callers served in their own language