About Us
From our beginnings in 1997, we have established a proven track record of providing medical professionals with round- the-clock call centre support for their patients. Our valued customers comprise specialist doctors, dental surgeons, family physicians and veterinary surgeons. Staying relevant to our customers in today’s technology-driven environment remains our foremost priority, even as our robust infrastructure, well-developed processes and highly-trained personnel continue to set the benchmark for the industry.
Our Skills & Expertise
24/7 Patient Support
(Call Screening and Message Relay)
Patients who dial into our hotline 6333-5550 are attended to by a skilled team of customer service representatives (CSRs) who screen all calls and relay messages to customers according to their preferred mode(s), viz. SMS, permission-based warm transfers and voice calls to mobile, clinic, ward, department and residential numbers. We are able to forward a copy of the messages to designated email addresses for monitoring and tracking.
Overflow Receptionist
Statistics show that 30 - 50% of inbound calls are handled by our CSRs during clinic hours. Clinics routinely effect a call transfer to our hotline during peak clinic hours when clinic staff may be busy with other urgent matters and are not able to answer the telephone at that time. This results in a substantial reduction of missed calls at the clinic end.
Access to Call Logs
For medico-legal reasons, calls are logged and archived for a 2-year period.
Quality Assurance
The Operations Manager and Team Managers monitor and audit calls to ensure that the skills of individual CSRs are maintained at prescribed levels.
Business Continuity and Disaster Recovery Protocol
Our business continuity plans ensure continuous operability should power supply outages occur or where critical hardware fails.
© 1997 synapseanswer