How Medistate answers 10,000 patient calls every month in 14 languages
Challenges
Medistate Kavacık Hospital serves patients from across Istanbul and abroad through its International Patient Center, and its call centre carries the load of appointments, results, triage and guidance, in many languages. Demand routinely ran past what the team could pick up live, especially out of hours.
Solution
Zavo answers 10,000 patient calls a month in 14 languages. It books and reschedules appointments, sends reminders and guides callers to the right department, while escalating anything urgent to clinical staff, 24/7.
Results
10,000patient calls / month
14languages
24/7availability
Patients get clear answers and appointments in their own language at any hour, and clinical staff are only pulled onto the phone for the calls that truly need a human.
Our patients come from two continents and dozens of languages. Zavo makes every one of them feel heard the moment they call, and takes the phones off our staff's shoulders.
Ahmet Erkan, CTO, Medistate
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