Customer success story

The Tinnitus Clinic Case Study



 

Outstanding success of complex appointment setting medical campaign results in an on-going partnership.

The Tinnitus Clinic is an independent audiological practice specialising in tinnitus treatment and management, and providing hearing aid consultations and fitting. The Tinnitus Clinic offers a highly personalised service and a commitment to audiological best practices for tinnitus alleviation and hearing loss from six centres in London, Birmingham, Cheltenham, Edinburgh, Leicester and Manchester. The Tinnitus Clinic is one of the few private audiology clinics, which has been registered by the Care Quality Commission in the UK.

Tinnitus

The Tinnitus Clinic is the sole UK provider of the Acoustic CR® Neuromodulation treatment for individuals with tinnitus. The Tinnitus Clinic provides a complete individualised package of care for tonal tinnitus patients including comprehensive diagnosis, Neurostimulator system training and personalised support. Each patient's treatment will be specific to their particular condition and lifestyle.

It is The Tinnitus Clinic's commitment to provide not only practical, personalised care for people with tinnitus but also to ensure that the treatment is continually supported by the highest standards in medical research.

Project Background

As the UK business grew, The Tinnitus Clinic approached The Telemarketing Company to handle all of their web based enquiries, the follow ups and the pro active calls. The prime objection was to convert prospects to Initial Assessments at a specific clinic, nearest (or most convenient) to the prospect. 

The Initial Assessment is carried out by an experienced audiologist. The Assessment is extensive, and lasts for 90 minutes; it includes relevant medical history and a range of diagnostic tests.  The cost is £185. 

All appointment confirmations and relevant paperwork was to be sent out by The Telemarketing Company. 

Project Execution and Results

Due to the nature of the enquiries, and the fact that complete visibility was needed of patient records and diaries, The Telemarketing Company was tasked with working on the client’s own SalesForce platform.  An inbound telephone line was also set up, so that incoming enquiries could be handled by the calling team.

An extensive three day training programme was undertaken in Brighton by the UK Clinic Manager of The Tinnitus Clinic, who continues to visit The Telemarketing Company site in Brighton regularly. During these visits, and regular Conference Calls, questions are raised, audits are performed and feedback is given.

The campaign is complex and requires some medical knowledge, good systems work, empathy (calls can last 60 minutes and be quite distressing) and a high level of accuracy.

The team in Brighton needs to keep abreast of relevant media coverage and articles in the press, and to be flexible enough to react and to be able to communicate with all the clinics and truly act as part of the team.

The campaign began in mid February and by mid August the head count was doubled.  By the end of September, the conversion rate of enquiry to Assessment had reached 17% and the level of accuracy was consistently over 98%.  Further improvements are targeted in what has become a true partnership.   

"I was impressed with the team at TTMC, who are responsible for our web based enquiry responses . We’re pleased with Christopher & Marcus, Ben & Nicola who have always been professional, result driven and taken an interest in our specialised industry . We would have no hesitation in recommending them."

UK Managing Director, The Tinnitus Clinic

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