Lead Management Process¶

📋 Process Overview¶

Lead management is one of the core functions of the Call Center, covering the complete process from new lead assignment to successful patient appointment.

🔄 Complete Process Flow¶

📥 New Lead Assignment¶

🚀 Process Initiation

1. System automatically assigns new leads
2. Lead reminder email sent
3. Call Center specialist receives assignment notification
4. All new leads must be contacted by phone

📞 Initial Contact Phase¶

Step 1: Understand Customer Needs¶

1 Proactively contact lead by phone
2 Use standard greeting to introduce yourself
3 Understand customer specific needs and situation
4 Execute appropriate handling process

Standard Opening Script:

"Hi [Name], this is [Your Name] from Incinta Fertility Center. 
I'm calling to follow up on your recent inquiry about our 
fertility services. Do you have a few minutes to discuss 
how we might be able to help you?"

✅ Successful Communication Branch¶

🎯 Post-Successful Call Processing¶

When successfully communicating with customer by phone, follow these steps:

Step 1: Treatment Process Introduction¶

Detailed explanation of IVF (related procedures) process and requirements
Explain treatment timeline and key steps
Answer customer questions about treatment process
Provide preliminary cost overview

Step 2: Information Collection¶

Guide patient information form completion
Collect necessary medical history information
Confirm contact information and preferred times
Understand insurance coverage situation

Step 3: Appointment Scheduling¶

Schedule doctor appointment based on customer time preferences
Confirm specific appointment time and location
Send appointment confirmation email
Provide pre-visit preparation information

Step 4: System Update¶

Convert lead status → Patient Scheduled
Record detailed communication content in CRM system
Set appointment reminders and follow-up plan
Notify relevant medical team

📞 Non-Appointment Branch Processing¶

🤔 Post-Call No Appointment¶

When customer is contacted but doesn't immediately schedule:

Information Collection Checklist¶

Customer Needs Collection: - [ ] Understand specific fertility needs and goals - [ ] Confirm current medical status and history - [ ] Inquire about previous treatment experience (if any) - [ ] Understand scheduling flexibility

Customer Basic Information Collection: - [ ] Name, age, contact information confirmation - [ ] Home address and distance from clinic - [ ] Insurance information and payment capability assessment - [ ] Emergency contact information

Consideration Factor Analysis: - [ ] Understand customer considerations and reasons - [ ] Identify customer's main concerns and worries - [ ] Assess decision-making timeframe - [ ] Understand other clinics or doctors being considered

System Operation Steps:¶

1 Change lead status to Call Contacted
2 Manually set Next Contact Time
3 Record detailed communication content and customer concerns
4 Develop personalized follow-up plan

📧 No Contact Branch Processing¶

📱 Unreached Call Processing¶

When unable to directly communicate with customer, execute the following steps:

Step 1: Voice Message¶

Use standard voicemail template:

"Hi [Name], this is [Your Name] from Incinta Fertility Center. 
I'm calling to follow up on your recent inquiry about our 
fertility services. I'd love to discuss how we can help you 
achieve your family planning goals. 

Please call us back at 424-212-4087 at your convenience, 
or I'll try reaching you again soon. Thank you!"

Step 2: Email Contact¶

Send standard follow-up email: - Use company email template - Include clinic basic information and contact details - Provide online appointment booking link - Attach relevant treatment information materials

Step 3: System Update¶

Change lead status to Mail Contacted
System automatically sets Next Contact Time to 7 days later
Record detailed information about contact attempts
Set automatic follow-up reminders

🚫 Unreachable Contact Processing¶

⏰ Long-term Unreachable Rules¶

Standard Recognition Criteria: - Over two months of continuous follow-up - 5 or more follow-up attempts - Never successfully established any form of communication

Processing Steps: 1 Final attempt phone + email contact
2 Mark lead status as Unreachable
3 Record detailed reasons for inability to contact
4 Transfer to long-term follow-up pool, lower priority

🌏 Chinese Lead Special Processing¶

🔄 Transfer to China Team Criteria¶

Must Transfer Situations: - Non-+1 number Chinese customers - Overseas phone numbers - Chinese customers unable to schedule direct visit: - Consultation-only phase customers - No short-term treatment plans - Too far geographically - Customers needing long-term follow-up - Chinese customers with special needs: - Egg donation, surrogacy service needs - Embryo transport needs - Other complex medical needs - Customers requiring international pricing

🏠 Local SOP Execution Criteria¶

Continue Local Processing Conditions: - Agree to visit clinic for initial consultation soon (within two weeks) - Execute Local pricing - No referral fee policy applicable - System marked language as Chinese

Processing Considerations: - Handle with specialists capable of Chinese language service - Use bilingual Chinese-English communication - Pay special attention to cultural differences and communication methods - Ensure customers fully understand treatment process

👥 Patient Scheduled Follow-up¶

📋 Pre-Appointment Preparation¶

Customer Information Completion¶

Verify and complete customer personal basic information
Collect detailed medical history information
Confirm insurance information and payment methods
Update emergency contact information

Medical Information Collection¶

Medical history and surgical history
Current medication status
Allergy history and special medical needs
Reproductive medicine related test results

Pre-appointment Setup¶

Check appointment confirmation precautions
Prepare forms and documents patients need
Manually set Next Contact Time to day before appointment
Send detailed appointment information confirmation email

📧 Appointment Confirmation Email¶

Email Subject: Appointment Confirmation - Incinta Fertility Center

Email Content Template:

Dear [Patient Name],

Your appointment has been confirmed for [Date] at [Time] with [Doctor Name] 
at Incinta Fertility Center.

📍 Address: 21545 Hawthorne Blvd., Pavilion B, Torrance, CA 90503
📞 Phone: 424-212-4087

📋 Please bring the following:
• Government-issued photo ID
• Insurance cards
• Any previous medical records related to fertility
• List of current medications
• Completed patient forms (attached)

🅿️ Parking is available on-site. Please arrive 15 minutes early 
for check-in.

If you have any questions or need to reschedule, please call us 
at 424-212-4087.

Best regards,
[Your Name]
Incinta Fertility Center

📞 Pre-Appointment Reminder Process¶

🔔 One Business Day Before Reminder¶

Reminder Method Selection¶

Voice message - If unable to connect by phone
Direct call - If successfully connected
Email reminder - As supplementary confirmation method

Reminder Content Checklist¶

Basic Reminder Information: - [ ] Confirm appointment time and doctor - [ ] Remind of route directions to clinic - [ ] Inform about parking location and fees - [ ] Confirm materials and documents to prepare

Route Guidance Standard Script:

"Your appointment is tomorrow at [Time] with [Doctor]. Our clinic 
is located at 21545 Hawthorne Blvd., Pavilion B, Torrance. 
Free parking is available in our lot. Please arrive 15 minutes 
early and bring your ID, insurance cards, and the completed forms 
we emailed you."

❌ No-Show Processing¶

🚨 Same-Day No-Show Processing¶

Immediate Processing Steps¶

1 Same-day phone contact - Call within 30 minutes after appointment time
2 Understand situation - Inquire about reason for no-show
3 Provide assistance - Help reschedule or resolve issues
4 Record details - Detailed record of no-show reasons and communication content

Same-Day Contact Script¶

"Hi [Name], this is [Your Name] from Incinta Fertility Center. 
I noticed you missed your appointment today at [Time] with [Doctor]. 
I wanted to check in and see if everything is okay, and if you'd 
like to reschedule your appointment."

📧 Next-Day Follow-up Procedure¶

Missed Appointment Notification Email¶

Email Subject: Missed Appointment - Incinta Fertility Center

Email Content:

Dear [Patient Name],

We noticed that you were unable to attend your scheduled appointment 
yesterday with [Doctor Name] at [Time]. We understand that unexpected 
situations can arise.

We would be happy to reschedule your appointment at your convenience. 
Please call us at 424-212-4087 or reply to this email with your 
preferred dates and times.

Our team is here to support you on your fertility journey, and we 
look forward to meeting with you soon.

Best regards,
[Your Name]
Incinta Fertility Center

🔄 Ongoing Follow-up Strategy¶

Weekly Reschedule Emails¶

Frequency: Send rescheduling email once per week
Duration: Until successful rescheduling or customer clear refusal
Content adjustment: Adjust email content and tone based on follow-up frequency
System recording: Each follow-up must be recorded in detail in CRM

Follow-up Termination Criteria¶

Customer successfully reschedules
Customer clearly indicates no longer needing service
No response for 3 consecutive months
Customer requests to stop contact

📊 Quality Control & Monitoring¶

📈 Key Performance Indicators¶

Metric	Target	Calculation
Lead Response Rate	≥95%	First contact within 24 hours
Lead Conversion Rate	≥15%	Successful appointments/total leads
Phone Connect Rate	≥60%	Connected calls/dialed attempts
Appointment Show Rate	≥85%	Actual visits/total appointments

🔍 Quality Check Items¶

Daily Checklist: - [ ] New leads assigned and processed timely - [ ] Follow-up time executed as scheduled - [ ] Lead status updates timely and accurate - [ ] Communication records detailed and complete

Weekly Review Focus: - [ ] Lead conversion rate analysis - [ ] Long-term unconverted leads review - [ ] Appointment show-up statistics - [ ] Team performance evaluation

Important Reminders

Data Security: All lead information is confidential, handle strictly per HIPAA requirements
Timely Follow-up: Lead processing has strict time requirements, no delays permitted
Detailed Records: Every communication must be recorded in detail for team collaboration
Professional Service: Always maintain professional, patient, and friendly service attitude

Last updated: August 7, 2024 | Version 2.1