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Medicine

Sales

service

Increasing conversion to doctor appointments in a network of private medical clinics

We provided 100% analysis of communications on key contact center lines to monitor compliance with standards and increase customer appointment conversion.

Home

Client

Network of private dental clinics and medical centers

Data analysis volume

800,000 minutes

Tool

Control of adherence to communication standards and established scripts when communicating with clients

62%
Identification of needs
50%
Objection handling
44%
Presentation and USP
67%
Working with client's name
26%
Scheduling client for a doctor's appointment
29%
Conversation summarization

Key indicators

We pay special attention to the needs of our clients, and we strive to constantly improve the service in our clinics. Thanks to the implementation of the DEERAY speech analytics platform, the speed and efficiency of improvements in company processes has significantly increased. The platform's capabilities allow specialists in contact center staff training to focus on specific problems in the operators' work, which undoubtedly contributes to the growth of the client base for our company and strengthening its position in the market.
IT Director

A personalized operator performance evaluation methodology based on 25 key indicators was implemented

Monitoring operators' adherence to scripts and sales stages

Identifying best practices

Find out how

More than 800,000 minutes of dialogues on key lines were analyzed across several areas of analysis:

A unique personalized operator performance evaluation methodology based on 25 key indicators was developed

Determining load and activity on operators

Identifying potentially problematic calls: high duration, silence share, negativity, and other indicators

Identifying deviations from standards by operators

Find out how

Control of standard implementation stages

A unique personalized operator performance evaluation methodology based on 25 key indicators was developed

Evaluating operator performance quality on the line

Identifying growth points based on conversation success/failure

Adjustments to service standards and work with operators were carried out

Find out how

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Increasing conversion in premium segment apartment sales

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Government institution

Improving service quality in branches of a state institution in Nizhny Novgorod region

∙85%

Accuracy in determining the process the employee should follow based on the conversation

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Haven't found the necessary information?

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