One system took over the work of a 55-person hospital call center
Incoming calls are now answered 24/7 without waiting, appointments are booked by location, and price and physician details are relayed in full: one of Turkey's highest-call-volume hospital chains handed the work of its 55-person call center to AvaritCall's voice assistant.
Starting point
One of Turkey's highest-call-volume hospital chains was handling its inbound calls with a 55-person call center. Appointment requests, price questions, and requests for physician information were handled through this team for the chain's various locations.
This case describes AvaritCall's voice assistant taking over the work of the call center in a high-volume, multi-location healthcare operation. Today, a single system handles the call load once carried by a 55-person team.
What the assistant does
Today, the assistant answers all incoming calls. It listens to the caller, understands which location they want an appointment at, and books the appointment for that location. When asked about prices it gives the price; when asked about physicians it relays the physician details in full during the conversation; callers get what they need in a single call. This flow runs the same way 24 hours a day, 7 days a week; someone calling at night or on a weekend is answered without queueing, too.
- Appointment booking by location
- Complete price information
- Complete physician information
- 24/7 answering, no waiting
Call transcripts are logged in the panel and can be followed via push notifications in the iOS app; calendar and CRM integrations are connected per setup.
Outcome
A 55-person operation now runs on a single system. Incoming calls are answered 24/7 without queueing; whichever location the caller chooses, they get their appointment and learn the price and physician details in full within the conversation. No hold, no office-hours limit.
- All incoming calls on one system
- Appointments by location, no waiting
- Price and physician details in full
- 24/7 availability
Answering calls no longer depends on office hours or team capacity; at peak times, too, every call follows the same flow. For the chain, the call load once carried by a 55-person structure is now handled by a single system that gives the same information for every location.
What people still do
The assistant answers the call, books the appointment, and relays the information; in a hospital operation, however, some work stays with the team by its very nature. These are the areas that call for human judgement and human contact:
- Medical assessment, diagnosis, and treatment decisions remain with physicians.
- Emergency requests are outside the assistant's scope and stay with the team.
These areas remain the team's responsibility; the assistant's job is to answer the call, book the appointment by location, and relay price and physician information in full. As in every case, pricing negotiations and complaint handling stay with the team.
Video transcript
One of the hospital chains in Türkiye that receives the most calls. It used to operate with a 55-person call center. Today, our AI voice assistant handles every incoming call. It books appointments by location and provides complete price and physician information. 24 hours a day, 7 days a week, with no waiting. A 55-person operation, handled by a single system.