In chaos comes order

The solutions are already there, it's just a matter of implementing them.

We've all phoned the doctor's surgery to make an appointment, haven't we? And I can safely say that we all felt that the operator on the other end of the line just ignored everything (I'll tell you it's not). This is how the Latvian population felt at the height of the COVID-19 epidemic. Every telephone operator was overloaded with calls and the queues were huge. Medical laboratories were the worst affected, because they were responsible for ALL tests in Latvia. We were approached by the largest laboratory in Latvia with a problem - it simply could not cope with the huge influx of calls and appointments.

TBcallcentre helped . First, by introducing a modern communication tool, patients can log their appointment via a web interface, which is quite standard nowadays. This has already removed the burden from telephone operators. it simply could not cope with the huge influx of calls and appointments.

But we have also simplified the work of operators. We've created a WEB interface to manage everything appointment booking process. All incoming calls can be seen in the call queue view of the WEB interface. When an operator answers the call, the system automatically searches for an available agent and displays information about the patient previous appointments. The facility is geographically divided into branches and each branch has its own operators, but any operator can also book an appointment at any of the other branches, although they have different opening hours and schedules. This is possible because branch managers can leave comments and instructions It simply could not cope with the huge influx of calls and appointments.

At a glance, we have created a streamlined call-to-visit workflow that can be easily reviewed by management. It simply could not cope with the huge influx of calls and appointments.

There are many different situations where you need to create unique solutions to meet your customer's needs. This means that customers will look for any solution that can solve their problems, but they will face a different problem - there are many different tools and it is very difficult to find the right one. It's like a needle in a haystack, but instead of a haystack of expensive IT systems. That is why we have developed the system, called the Telegroup Contact Centre, to meet all these needs. It simply could not cope with the huge influx of calls and appointments.

But we think we are providing a universal system, so that we are not selling something to the customer at any price, but to tailor it to the customer's needs. Our customers have appreciated our individual approach to problems, and we have achieved this by creating a versatile and modern communication tool that is useful for every company.