BPO Telecaller

The Telecaller is the clinic's first point of voice contact with prospective patients. The role owns every incoming and outbound enquiry — website leads, ad callbacks, missed calls, and follow-ups — and is measured on one outcome: turning conversations into booked appointments and actual walk-ins at the clinic.

• Answer and make calls promptly for enquiries from website forms, Google/Meta ads, walk-in referrals, and missed-call campaigns.

• Qualify each caller's condition and concern, and clearly explain relevant treatments and the consultation process.

• Convert enquiries into confirmed appointments — fixing a specific date and time, not just sharing information.

• Send appointment confirmations and reminders (SMS/WhatsApp/call) to reduce no-shows.

• Follow up on unconfirmed leads within the same day, and re-attempt uncontactable numbers per the call cadence.

• Follow up with patients who enquired but did not visit, to re-engage and re-book them.

• Log every call outcome (interested / booked / follow-up / not interested) in the CRM or call register accurately and on time.

• Coordinate with the front desk to confirm slot availability before booking, and flag doctor/therapist schedule clashes.

• Handle basic pricing, package, and insurance/TPA queries; escalate complex clinical questions to the consulting doctor's team.

• Meet daily/weekly targets for calls handled, appointments booked, and footfall conversion rate.

• Report daily call and conversion numbers to the Clinic Manager.