How recalls and seasonal campaigns compete with inbound capacity — and the structural change AI outbound enables.
QOF recalls and seasonal campaigns like the flu programme are predictable, high-volume work — and they compete directly with the inbound calls already straining reception at peak. The result is that proactive contact slips, because the team is busy answering the phone.
We look at why outbound has historically been the first thing to give, and the structural change that becomes possible when routine inbound is handled in full: capacity that can be turned towards recalls and campaigns without robbing the front desk.
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