Overflow Call Handling Case Study - Sk:n

As premiere clinics for cosmetic surgery and laser skin care, Sk:n use expert practitioners and fully-registered nurses to carry out their procedures, and staff are not always around to answer calls.

When advertising, direct marketing and special offers increased call volumes beyond the level their existing call centre could handle, Sk:n approached ICS. One of our consultants analysed their operations and realised that at peak times as many as 80% of calls were lost – and with them, countless potential customers.

Today ICS operators answer all overflow calls, book, cancel and reschedule appointments, and upsell special offers, allowing the company to continue to expand. And Sk:n treats 18,000 clients a month across more than 30 clinics nationwide.

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