Home sample collections, booked in the language of the caller
A diagnostics chain runs home sample collection across three cities. Booking a slot means matching a phlebotomist's route, telling the patient whether to fast, and calling again the evening before — multiplied by four hundred bookings a day. The booking desk drops the evening-before call first, and no-shows climb.
- The desk
- Home collection scheduling
- The volume
- ~400 bookings a day, three cities
- The stake
- A filled route, or a wasted trip
- Mon
Prescriptions become bookings
Callers read out the doctor's tests; the agent maps them to the lab's panel codes and quotes the price and fasting rule from the catalog.
- Tue
Routes fill themselves
Slots offered are only those on the phlebotomist's actual route for the caller's pincode — no double-booked mornings.
- Wed
The evening-before calls
Every next-day booking gets the reminder call the desk always dropped: fasting confirmed, address confirmed, reschedule caught tonight instead of tomorrow.
- Thu
Reschedules stay inside
A caller who cancels is re-slotted in the same call — the booking moves, it doesn't vanish.
- Fri
Reports trigger the loop
When a report is ready, the follow-up call books the doctor-recommended retest in the same breath.
Wednesday, 19:05 — the evening-before reminder for a 7 a.m. fasting draw.
Talenoa
நாளை காலை 7 மணிக்கு உங்க வீட்டுக்கு sample collection இருக்கு. இரவு 9 மணிக்கு அப்புறம் சாப்பிடக்கூடாது.
Caller
தண்ணீர் குடிக்கலாமா?
Talenoa
தண்ணீர் குடிக்கலாம் — காபி, டீ கூடாது. முகவரி மாறலையே?
What landed in the system.
Not a call note. A disposition, its evidence, the work it created, and the receipt of the sync — written back where your team already looks.
- Disposition
- visit_confirmed
- Evidence
- fasting confirmed · address unchanged
- Task
- route 7 · 07:00 · fasting draw
- Writeback
- LIMS booking flagged confirmed
400a day
bookings across three cities
100%
of next-day visits get the reminder call
7 a.m.
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