Our Totally Digital Phone System

Our call center uses a state-of-the-art totally digital phone system with VOIP (Voice Over Internet Protocol) technology. This full-featured system that has too many features to fully describe here, but the following advantages are particularly valuable to a busy, growing vein practice:

The phone system for a satellite office can be installed anywhere in the world by simply plugging an IP-phone into a computer with internet access.

All inbound and outbound calls are recorded for quality assurance, training of personnel, and clarification of issues.

We have developed programs that will route all new calls (before they ring a handset!) to our designated "sales person", allowing other office personnel (who might not be as good at "sales") to manage all the other calls. 

This also is of tremendous value in training.  All your "telephone sales training" efforts can be focused on one or two key personnel.

Our phone system can interface with any VeinDraw database that is hosted on one of our centralized servers. This enables the following features:

• When calls come in from existing patients or leads, our system opens up their VeinDraw so the person answering the phone call knows who the caller is and can review their information quickly. No more “let me put you on hold while I find your chart”!
• Automatic records of the number of inbound calls in response to ad campaigns.
• Automatic daily calculation of the Cost Per Lead (CPL).
• The exact date and time of an inbound call is automatically saved, so if the call results in a cancelled appointment, the amount of time before the appointment can be precisely determined and documented, enabling the practice to enforce "cancellation policies".
• Similarly, calls from anyone who you never want to talk to again (pesky salespeople, organizations, abusive patients, etc) can be "blacklisted" so their calls always get routed to a special voicemail box.
• Calls can be routed to cellphones based on a pre-set schedule, or depending on the network login status of key personnel.
• Business Intelligence regarding call volumes vs time of day or day of week, the number of missed calls, hang-ups, or incomplete calls is recorded automatically without the need to keep phone logs. This kind of business intelligence enables high quality, intelligent business decisions regarding the manpower requirements for answering the phone, compliance with inbound phone management protocols, and the hours during which the phones should be answered by a person instead of voicemail.