Call Center Doctors (CCDocs) – Trusted Healthcare Outsourcing Solutions

Meet The Call Center Doctors: How We Build High-Performance Call Centers That Deliver Results

Overview: What CC Docs Does

• Founded in the fall of 2021 by Jason Shouldice, leveraging over 8–50 years of cumulative call-center experience across his team

• Specializes in building and scaling contact centers across various industries—including solar, mortgage refinancing, e‑commerce, healthcare, and more—with nearly 100 call centers built and around 1,000 agents active daily
  
  

  Core Components of Their Solution

  1. Dialer System

  They utilize a customized Vicidial platform, enhanced by a team of ten full-time developers. Highlights include:

  • 150+ APIs and 50 pages of documentation

  • Scalability to over 120 agents dialing simultaneously

  • Predictive dialing to maximize agent time efficiency

  • Deep integration with CRM, analytics, and project management tools, supporting features like call notes, recordings, and appointment transfers

    2. Quality Control Framework

    CC Docs deploys a rigorous 12‑step quality control (QC) procedure that evaluates every appointment through criteria such as:

    • Introduction clarity, rapport building, script adherence, and disposition logging

    • Call wrap-up, lead qualification, meeting confirmation, audio quality, and proper note-taking

    • They also audit outcomes like “do-not-call,” “not interested,” callbacks, hang-ups, etc., and track them closely via a QC workflow and mentorship system

    3. Recruiting & Mentoring

    • Primarily hires agents (80–90%) from Mexico, valuing cultural alignment and language familiarity; additional hires come from Egypt, the Philippines, Bangladesh, etc.

    • A multi-stage recruitment funnel includes:

    • 1. Initial interview

      2. Detailed form submission (ID, video pitch, typing test, internet specs, social links, etc.)

      3. HR review and second interview

      4. Final role-play interview assessed on traits like accent, energy, listening, persuasion, professionalism, etc. 

    • Every client’s call center is paired with a Senior Call Center Manager for mentorship and systematic support

    4. Lead Management

    They consolidate leads from all sources—ads, email, SMS, door-knocking, outbound dialing—into a unified lead warehouse. This enables streamlined:

    • Appointment confirmations, rebookings, closers, and follow-ups

    5. Optimization & Ongoing Support

    CC Docs also offers call center optimization, improving:

    • KPIs like average wait times (e.g., reduced by 45%), customer satisfaction (increased by 30%), upselling (20% boost), and call volumes (e.g., 50% increase in patient calls for a healthcare client)

    • Adds AI-driven analytics, real-time reporting, and full support throughout setup and operations

    Business Model & Pricing

    • Offers end-to-end deployment under a single umbrella—from recruitment and training to tech integration and ongoing management The Call Center Doctors.

    • Pricing tiers for various business scales:

      • Starter: ₹59.99/month (~60 calls, 1 agent)

      • Professional: ₹99.99/month (~120 calls, 2 agents)

      • Enterprise: ₹299.99/month (~5,000 calls, 3 agents)

      • All plans include predictive dialers, blended inbound/outbound queues, CRM, reporting, security features, and more