Lead Conversion Call Center
Before You Start
Please review this before your clinic goes live. It covers what needs to be in place on your side, exactly what the call center does and doesn't do, and how to activate the service.
Technical pre-requisites
These need to be in place before we can route your calls.
-
1
VoIP phone system — required
Your clinic must have a VoIP phone system. This is what allows inbound calls to route to the call center. Without VoIP, we can't run the service.
-
2
Dial plan
Your VoIP system needs a dial plan configured to route calls to the call center. If you don't know how to set this up, we'll help you do it.
-
3
Phone purchase and configuration
We purchase and configure the phone and hardware required for the service. To complete this, we'll need either your help or access to your VoIP system. The cost of the phone is invoiced to you.
What we do
- All inbound calls route to the call center. Once you're live, your inbound line comes to us.
- We answer at least 90% of inbound calls.
- We focus on marketing lead conversion — turning leads into booked, confirmed patients.
- We handle caller questions that don't require clinic system access (for example, anything needing Axis). If a request requires system access, we transfer it to your front desk.
- We transfer calls to the front desk as needed.
- We provide retention education to save cancellations, and transfer to the front desk when the situation calls for it.
What we don't do
- We don't handle anything that requires access to clinic systems such as Axis — those calls go to your front desk.
- We don't take on work outside of marketing lead conversion and the caller support described above.
Activate the service
Service begins once both steps are complete and the technical pre-requisites above are in place.
-
1
Accept this agreement.
-
2
Set up payment on the client portal.
Cancellation
Cancellations take effect at the end of a full month only. There are no mid-month cancellations or partial-month adjustments.