Telecaller

• 1️⃣ Handle Incoming Calls ProfessionallyAnswer all calls within 3 rings
• Maintain a calm, confident, courteous tone at all times
• Introduce the clinic clearly and correctly
• Listen actively and identify the caller’s primary concern
• 2️⃣ Convert Enquiries into ConsultationsGuide every relevant call towards a doctor consultation
• Clearly explain the importance of consultation before treatment
• Avoid giving treatment plans or promises over phone
• Confidently book appointments and confirm date, time, and doctor

Primary KPI:

📞 Calls → 🗓️ Consults booked

• 3️⃣ Provide Accurate, Standardised InformationShare approved information only about:
• 
  
• Treatments offered
• Indicative price ranges (where permitted)
• Clinic timings, location, and policies
• Never guess or overpromise results
• Escalate medical questions to the doctor when required
• 4️⃣ Handle Price & Comparison Queries MaturelyRespond calmly to “cheaper elsewhere” comparisons
• Do not argue, discount, or justify defensively
• Reframe conversation towards:
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• Doctor expertise
• Medical safety
• Personalised treatment planning
• Encourage in-person consultation for detailed discussion
• 5️⃣ Maintain Call Records & Follow-upsRecord call details accurately:
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• Name, contact number, concern, outcome
• Track:
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• Booked consults
• Follow-up calls
• Missed calls
• Call back missed calls within 15–30 minutes
• 6️⃣ Appointment Coordination & RemindersSend appointment confirmations via WhatsApp/SMS
• Share pre-consult instructions if required
• Remind patients a day prior to reduce no-shows
• Reschedule appointments efficiently when needed
• 7️⃣ Uphold Clinic Brand & EthicsRepresent the clinic as medical, ethical, and non-salesy
• Never:
• 
  
• Push unnecessary treatments
• Promise guaranteed results
• Speak negatively about other clinics
• Maintain patient confidentiality at all times

8️⃣ Work Closely with Doctors & Clinic TeamCommunicate patient concerns clearly to doctors

• Inform team about:
• High-intent leads
• Sensitive or anxious patients
• Take feedback seriously and improve call quality