The problem
Why missed calls cost you patients
A patient who cannot get through rarely waits. The front desk is busy with the people in front of it, so new calls meet a busy tone; calls that arrive outside shifts are often unanswered, with nothing to show what was left; and a call taken by whoever happens to pick up may never reach the department or branch that can actually help. Nothing is deliberately ignored — the call simply has no owner.
The line is busy
When the front desk is dealing with the people in front of them, a new call meets a busy tone and the caller moves on.
Calls outside shifts
Enquiries before opening, after closing or at the weekend are often unanswered, with no record of what was left.
No clear owner
A call taken by whoever happens to pick up may not reach the department or branch that can help, and the follow-up depends on memory.
The setup
What a cloud telephony setup includes
A setup starts with calls routed to the department or branch that can answer them, instead of being passed along by hand. Calls wait in an orderly queue and reach an available team member under handling rules agreed for each type of enquiry. Reporting shows how calls arrive and how they are handled, and the reception and contact-centre teams are trained on day-to-day use. Smartflo cloud telephony is one of the platforms we set up.
Call routing across departments and branches
An enquiry is directed to the department or site that can answer it, rather than being passed along by hand.
Queues and agent workflows
Calls wait in an orderly queue and reach an available team member, with handling rules set for each type of enquiry.
Call reporting
You can see how calls arrive and how they are handled, so decisions about staffing and routing rest on what the reports show.
Training for reception and contact-centre teams
Practical guidance for the people who answer, so calls are handled the same way every day.
Multiple sites
Keeping branches connected
Clinics and hospitals rarely run from one address. We set up one phone and enquiry flow across your sites, so a patient reaching any branch is handled the way they would be at any other. Behind that sits the connectivity it depends on — business internet and resilient networks, delivered through TTBS and approved partners — planned at the same time as the phone system rather than added afterwards.
One phone and enquiry flow
Every site answers from the same number and the same routing rules, so a patient reaching any branch is handled the way they would be at any other.
Business internet behind it
Cloud calls are only as good as the connection carrying them, so business internet is planned alongside the phone system rather than after it.
Resilient networks
Connections are planned with resilience in mind, and are delivered through TTBS and approved partners.
Working with 1flo
How 1flo helps
1flo is a TTBS Authorised Channel Partner based in Hyderabad. We assess how calls reach you today, configure the routing, queues and reporting around your team, train the people who answer, and stay available afterwards for support and changes — with one local contact rather than a different number for each vendor.
FAQ