Portfolio · Healthcare
Eye Infirmary
Sales and customer-service training for a healthcare front desk that was losing patients on unanswered calls.
- Missed calls/day
- 90→10
- Focus
- CX
- Programme
- 1
The engagement
We ran a commercial and customer-service intervention at Eye Infirmary. The brief was practical: stop missing inbound demand, tighten how patients are handled, and put more discipline on the front desk.
The result
Missed calls fell from as many as approximately 90 a day to around 10. Patient handling and front-desk discipline improved with the same team.
A commercial and customer-service intervention that reduced missed calls and improved how patients were handled at the front desk.
