Call Center (Zadarma) is one of the modules in MetoCRM, the medical tourism CRM built for clinics and health tourism agencies. The sections below cover what it does in day-to-day work.
A call centre without a room full of handsets
Health tourism agencies still close a large share of their business on the phone, and the phone is where most CRM setups break down. Calls are made from personal mobiles, nobody knows who rang whom, and there is no recording when a patient later disputes what was agreed.
The Zadarma integration gives MetoCRM a virtual call centre. The clinic chooses its number, several consultants can use it at the same time, calls are placed and received inside the system, and every call is logged against the patient card with its recording and outcome.
- Choose your number and let the whole team work it simultaneously
- Set who is authorised to place calls and how calls are routed
- Keep call recordings against the patient record
- Report on call outcomes rather than guessing at them
- Design the routing scenario your operation actually needs
Why one number matters across time zones
A patient in London who missed your call will return it. If the original call came from a consultant's mobile, that return call goes to a phone that may be off, abroad, or belong to someone who has left. If it came from the clinic's virtual number, it rings whoever is on shift.
That single change — one number, many consultants — is what turns telephone activity into something you can staff and measure. Combined with reports you can see call volumes and outcomes per consultant, and with customer source you can tell which campaigns produce patients who actually answer the phone.
Getting a number and connecting it
Numbers come from Zadarma, and the process is documented end to end: the Zadarma number acquisition guide for MetoCRM covers buying and configuring the number, and the call centre guide covers connecting it to the system.
Once connected, set call permissions per user role so that only the consultants who should be dialling are able to, and decide the routing scenario for calls that arrive out of hours.
Frequently asked questions
Yes. The virtual number is not tied to one handset, so multiple team members can be in calls on it simultaneously, and an inbound call reaches whoever is available under the routing scenario you set.
Call records can be kept and reviewed later, and they sit against the patient card with the rest of that patient's history. Recording rules differ by country, so check your obligations on informing the caller.
Yes, the number itself is acquired from Zadarma and then connected to MetoCRM. Both steps are documented, and the number can be chosen to suit the market you are selling into.
Yes. Calling permission is set by role, so you can allow outbound calls for sales consultants while keeping other users on messaging channels only.
