Matchboard

Matchboard was hired by a group of three Veterinary clinics in Sydney to address the challenge of unattended calls, missed callbacks, and unhandled emergency calls after hours. The clinics sought a solution that would not only handle their call overflow but also extend their contact availability beyond regular working hours. Matchboard, with its extensive experience in providing boutique call center services, was chosen for the task. They implemented a call center overflow service where a team of agents was trained to handle calls efficiently and compassionately. These agents gave general advice, booked appointments, and completed callbacks to check patients' wellbeing. The project was overseen by Sharon from Matchboard, who guided the clinics through the process, helping them consider aspects they might have otherwise overlooked. The new system alleviated the pressure on the clinic's receptionists and ensured no call was left unanswered, significantly improving the clinics' efficiency and service delivery.