key responsibilities of the call center agent

1. Handling Inbound and Outbound Calls

• Answer incoming calls professionally and promptly.
• Make outbound calls to follow up on inquiries, confirm appointments, or share promotional offers.
• Respond via WhatsApp or SMS when needed.

 2. Appointment Booking and Scheduling

• Book, reschedule, and cancel appointments based on client requests and availability.
• Ensure appointments are confirmed with proper notes (service type, doctor/therapist, timing).
• Coordinate with the front desk and clinical teams to avoid double bookings or scheduling conflicts.

 3. Customer Inquiry Management

Provide accurate information on:

• Treatments and services
• Promotions and packages (e.g., Summer Offers, Flash Sales)
• Pricing, procedures, or expected results
• Direct more complex medical questions to appropriate staff (doctors, nurses, or consultants).

4. Lead Generation and Conversion Support

• Identify potential sales leads from incoming calls or WhatsApp inquiries.
• Tag high-intent leads in the CRM and notify the sales or marketing team.
• Encourage clients to take advantage of current bundles or promotions.

 5. Customer Service and Complaint Resolution

• Listen actively and empathetically to client concerns or complaints.
• Resolve issues quickly or escalate them to supervisors when needed.
• Follow up on unresolved cases to ensure satisfaction.

6. Data Entry and Call Documentation

• Log every interaction in the clinic’s CRM system with clear notes.
• Tag calls (e.g., feedback, complaints, conversions, new clients).
• Maintain accurate and up-to-date client records.

 7. Feedback Collection and Quality Monitoring

• Request client feedback after calls (especially after service use).
• Use scripts for gathering NPS scores or satisfaction ratings.
• Participate in regular performance reviews and call audits.

8. Product and Service Knowledge

• Stay updated on all services, bundles, and medical treatments.
• Understand seasonal campaigns (e.g., Summer Offers, Father’s Day).
• Learn basic treatment benefits to handle common questions confidently.

9. Compliance and Professional Standards

• Follow privacy policies and data protection rules (especially under UAE health regulations).
• Maintain a professional, empathetic tone that aligns with the Everlast Wellness brand.