Their Obstacle
The main obstacles faced in this project include setting up an efficient call center infrastructure capable of handling high call volumes and ensuring seamless transfer of calls between the initial healthcare team and the team of 40 doctors for COVID-19 consultations. Additionally, ensuring accurate and up-to-date information dissemination amidst the evolving situation posed a significant challenge.
Our Approach
DeepCall resolved the obstacles by implementing a unified number for both Inbound Dialing (IBD) and Outbound Dialing (OBD). This setup allowed the healthcare team to first address incoming calls, providing initial assistance and gathering necessary information. Subsequently, calls were efficiently transferred to the team of doctors specialized in COVID-19 consultations. This approach ensured seamless call management, optimized resource allocation, and enhanced the overall efficiency of COVID-19 consultation services.
The Result
Sure, here are the points summarized:
- Efficient Call Handling: DeepCall's single-number solution allows healthcare teams to promptly address incoming calls and transfer them to doctors as needed.
- Streamlined Consultation Process: Information gathered by the healthcare team ensures that calls are efficiently routed to the appropriate doctors for detailed consultation.
- Improved Customer Satisfaction: Seamless transition from initial contact to doctor consultation enhances the overall experience for callers seeking COVID-19-related healthcare advice.
Brief About This Case
In response to the COVID-19 pandemic, BBMP initiated a dedicated effort to combat its impact by launching a specialized call center for COVID-19 consultations. DeepCall facilitated this initiative by implementing a unified number for both inbound and outbound calls, optimizing call handling and ensuring seamless transfer to doctors. This streamlined approach enhanced efficiency in providing healthcare advice and support during the crisis.