Run with a licensed Saudi provider
We set up the call center with our technology partners such as Maqsam and Bevatel, or with a licensed provider you choose. The line and account are in your organization's name.
Systems and technology
A cloud call center for clinics, with every call recorded and its source known
We set up your line on a cloud call center with a licensed Saudi provider. Calls reach the right staff member, every missed call has someone assigned to call back, and you can see which ad made the patient call.
The phone rings, everyone is busy, and nobody returns the missed call
With an old phone system or separate mobiles, you cannot see how many calls went unanswered or where the caller came from. Management hears about the problem from a patient complaint, not from a report.
- Calls arrive at peak times and nobody answers
- No recording to go back to for a complaint or for team training
- A call passes through several staff members before it reaches the right person
- Nobody knows whether the caller came from a Snapchat ad, Google or Maps
Where it acts on the patient journey
We work on the response: every call reaches someone who answers, and every missed call has someone to follow it up.
- Enquiry
- Response
- Booking
- Attended
What it includes
Voice menu and call routing
A short voice menu (IVR) in Arabic and English, routing by specialty or branch, and a clear path for after-hours calls.
Call recording with caller notice
A voice message at the start of each call tells the caller it is recorded, and management can access recordings with set permissions.
Missed-call follow-up
Every unanswered call becomes a task for a staff member to call back within a time you set, and the supervisor sees which ones are late.
A number for each ad channel
A separate tracking number for each channel, such as Google, Snapchat and Maps, so the report shows how many calls came from each ad.
Weekly call reviews
We listen to a sample of calls every week and send the team short notes. Anything that needs deeper training we link to our front desk and call center training service.
How we work
Call as patients would
We test your current line at different times and record missed calls, waiting time and the path each call takes.
Design the call flow
The voice menu, call routing, working hours, voice message wording and tracking numbers for each channel.
Launch with the technology partner
We activate the line with the provider, test every path before launch, and give the team short training on the app.
Review every week
A weekly report on missed calls, response time and call sources, with notes from the listening sample.
How we measure
- Missed call rate, during and after working hours
- Response time and waiting time
- Share of missed calls the team called back, and how long it took
- Number of calls from each ad channel
- Share of calls that ended in a booking, from the review sample
Recording does not start before the caller is told. Recordings are personal data owned by your organization, which decides who can access them in line with the Personal Data Protection Law (PDPL). Staff do not give medical opinions on the phone and refer medical questions to the doctor.
Frequently asked questions
How is a cloud call center different from a regular phone system?
A cloud call center runs over the internet without large equipment on site. Staff answer from a device or an app, numbers and recordings sit in one dashboard, and adding a branch or a staff member is easier.
Which provider do you work with?
Licensed Saudi providers among our technology partners, such as Maqsam and Bevatel. We choose based on your size and number of branches. If you already have a provider, we assess it before any change.
Can we keep our current number?
It depends on the type of number and its current provider. We check this with the provider before any step, and set the move date so calls are not cut off.
Who owns the line and the recordings?
Your organization does. The line and account are in its name, the recordings are kept in its account with the provider, and we access them only with the permissions you give us.
Does the call center replace team training?
No. The call center shows where calls are lost, but bookings depend on how calls are answered. That is why we link the weekly review to front desk and call center training when the team needs it.
How many calls did you miss this week?
If you do not have an exact number, that is where we start. We call your line at different times and show you the result in a free consultation of about 30 minutes.
We reply on the same working day.
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