Besides answering calls, Lara can make outbound calls to your clinic's patients. This article explains what Lara does on those calls: how campaigns run, which hours she calls in, how she honors a patient who asks not to be called again, what is checked before dialing and how each call is personalized.
What it is for
- Understanding how your patient list is called and what happens with each contact.
- Knowing what Lara does when a patient asks not to be called again.
- Knowing what protections apply to calling hours and to the number the calls come from.
How it is turned on
Outbound calls are set up by BrainHi on the voice platform. To turn them on, or to change any detail explained here, contact BrainHi.
Outbound campaigns
BrainHi loads the campaign's patient list and Lara calls them in a queue, with a maximum number of calls at the same time.
- Retries: if the patient does not answer, Lara tries again. By default, she retries 2 times, with 2 hours between attempts.
- Pause: the campaign only calls within the allowed hours. Outside those hours it pauses and resumes on its own when the allowed hours start again.
- Result: every contact ends with a result: answered, voicemail, no answer or opted out.
Allowed calling hours
The platform does not call outside the allowed hours, which are between 9:00 am and 8:00 pm, Puerto Rico time. If your clinic needs shorter hours, contact BrainHi.
When a patient asks not to be called again
If the patient asks during the call not to be called again, or presses 9 when Lara offers that option, Lara confirms it in one sentence and ends the call.
- That number is blocked immediately for all of your clinic's calls. It is not blocked for other clinics.
- Only BrainHi can turn it back on.
- To see the list of blocked numbers or to request a reactivation, contact BrainHi.
Do-not-call list
Before every outbound call, the do-not-call list is checked. If the number is on the list, the call is not made.
Number reputation
BrainHi takes measures to protect the reputation of the number Lara calls from.
- Each new number starts with a daily call limit that rises over the days, plus an hourly limit.
- Calls that do not fit in one day stay queued for the next day. They are not lost.
- BrainHi monitors the health of each number.
Personalized calls
Lara greets with your clinic's name, or with a custom greeting if your clinic asks for one. She can also use details of each patient on the list, such as their name. If a detail is missing, the call continues without any problem.