Telecalling Appointment Booking Process (SOP)1. Daily Preparation

- Check the OPD schedule of all doctors daily.
- Review upcoming offers, events, and TV interviews scheduled for the next 7 days.
- Check POP (Pop-Up Leads) first. POP leads are the highest priority and must be attended to within 60 minutes of generation.
- Review all pending calls before starting fresh calling activities.
- Prioritize patients who require Online Consultations or Direct Hospital Visits.

2. Daily Calling Targets

- Total talk time should exceed 4 hours daily.
- Ensure regular follow-up on pending and scheduled callbacks.

3. Patient Interaction ProcessStep 1: Understand the Patient's Requirement

- Greet the patient professionally.
- Understand the patient's concern, fertility history, and requirements.
- Listen carefully and provide appropriate guidance.
- Do not force patients to visit the center immediately. Focus on understanding their problem and offering suitable solutions.

Step 2: Collect and Update Patient Information

Once the call is connected, collect and update the following details in BI:

- Patient Name
- Husband's Date of Birth
- Wife's Date of Birth
- Marriage Date
- City
- Primary Mobile Number
- Alternate Mobile Number (Mandatory)
- Source of Information (How they came to know about the hospital)
- Current Treatment Status
- Previous Fertility Treatment History

4. Appointment Booking ProcessIf Patient Agrees for Consultation:

- Confirm preferred center.
- Check doctor's availability.
- Schedule the appointment in HMS with proper date and time.
- Offer:
- Online Consultation, or
- Direct Hospital Visit

Appointment Confirmation Details

Share:

- Doctor's Name
- Appointment Date
- Appointment Time
- Center Location

5. Patient Communication





After appointment confirmation:

WhatsApp Communication

Send:

- Center Address
- Google Map Location
- Appointment Details
- Relevant Fertility Treatment Videos
- Any Active Offers (if applicable)

SMS Communication

If WhatsApp is unavailable:

- Send appointment details and address via SMS.

6. Appointment Reminder Process

Backend Telecaller Responsibilities:

One Day Before Appointment

- Reminder calls between 10:00 AM and 12:00 PM.

Appointment Day

- Reminder calls between 9:00 AM and 10:00 AM.

If Call Is Not Connected

- Make at least 4 call attempts.
- Use different time slots.
- Use alternate contact numbers if available.

7. Call Scheduling Guidelines

- Auto-schedule callbacks wherever applicable.
- Manual callback scheduling is allowed only after patient confirmation during the call.
- Ensure callback dates and times are accurately recorded.

8. Telecalling Form Completion

After every call, complete the Telecalling Form in BI.

Mandatory Fields:

- Calling Status
- Important Status
- Notes
- Patient Seems (Interested / Warm / Cold / Follow-up Required)
- Locality
- Next Follow-up Date
- Appointment Status
- Additional Remarks

9. Priority Matrix

Priority 1: POP Leads (Within 60 Minutes)

Priority 2: Confirmed Appointment Follow-ups

Priority 3: Pending Calls

Priority 4: Current Leads

Priority 5: General Follow-up Calls

10. Quality Standards

- Maintain professional communication at all times.
- Ensure complete and accurate data entry.
- Capture alternate contact numbers wherever possible.
- Focus on patient counseling rather than hard selling.
- Maintain confidentiality of patient information.
- Update BI and HMS immediately after each interaction.

Pay: Up to ₹28,000.00 per month

Benefits:

- Health insurance

Work Location: In person

📌 Calling Agent ( FI + Incentives ) (India)
🏢 Progenesis Ivf
📍 India