AtomCRM for IVF and fertility centres: keep a weeks-long decision on one record
An IVF enquiry is rarely decided on one call. A couple researches for weeks, talks it over with family, compares centres and often speaks to your team three or four times before booking a consultation. Each of those calls may be taken by a different person: a telecaller on the first, a counsellor on the second, a coordinator on the third.
That is exactly the pattern an IVR and a separate CRM handle worst. AtomCRM keeps every call, recording and note on the couple's lead, so whoever picks up next can see and hear where the conversation stopped.
- IVF enquiries involve repeat calls over weeks, often with different staff on each call.
- AtomCRM puts every call, recording and note on the couple's lead, so hand-offs to counsellors are not cold starts.
- Follow-up rules require a callback date on stages like "discussing with partner", so hesitant couples are not forgotten.
- Missed-call escalation matters because many couples ring back outside the time they were told to.
- Call scripts should stay within the ART Act and NMC rules: no success-rate promises and no discussion of sex selection.
Why fertility enquiries are lost between calls, not on them
Fertility centres usually do the first call well. The enquiry comes in from a Google search, a Meta ad or a referral, and a telecaller rings quickly. The loss happens later. The couple says they will discuss it, the telecaller marks the lead "interested" with no date, and the next contact depends on someone remembering.
Weeks later the couple rings back, perhaps from the partner's phone, and reaches someone who has no idea what was said. They explain everything again, from the beginning, to a stranger. For a decision this personal, that feels careless, and many couples quietly choose the centre that remembered them.
The fix is not more calls. It is making every earlier call visible to whoever takes the next one.
The calling app, mapped to the fertility journey
First enquiry
The lead arrives from a form, WhatsApp or an ad and appears in the telecaller's My leads list. One tap dials it, and the after-call form captures the stage, the next date and a one-line note.
The couple calls back
The incoming call is read from the handset's call log, even if it is answered from the lock screen, and lands on the lead with that number. Note the partner's number on the lead too, so whoever answers a call from it knows whose enquiry it is.
Counsellor hand-off
The counsellor opens the lead and sees the history: earlier calls, durations, notes and the recordings, which play from the lead.
Hesitation
A "discussing with partner" stage can require a callback date. It then sits in the Follow-ups screen as a promise, and turns red when it is overdue.
Missed calls
If the couple rings during a consultation and nobody picks up, the call-back is offered to the next free colleague within seconds.
Attribution
When a consultation is booked, the stage change can flow back to Meta and Google through Beacon, so campaigns learn from consultations rather than form fills.
A fertility pipeline that expects a long decision
AtomCRM ships with IVF and fertility stages, and we adjust them to your centre during setup. A typical shape looks like this.
| Stage | What it means | Rule worth setting |
|---|---|---|
| New enquiry | Not yet reached | Dial the same day; missed calls escalate |
| Connected, discussing | Couple is talking it over | Callback date required |
| Consultation offered | A slot has been suggested | Date required; reminder on WhatsApp |
| Consultation booked | Appointment confirmed | Sent to Beacon as a conversion |
| Visited, deciding | Seen by the doctor, not yet started | Counsellor owns the follow-up |
| Not proceeding | Chose not to go ahead | Note required with the reason |
The "not proceeding" note is where centres learn the most. Over a few months, the reasons tell you whether you are losing couples on cost, on distance, on timing or on how the first call went.
What your fertility telecallers should never say on a call
Recordings on the lead make it easy to review what your team actually says. That is useful, because fertility calls carry specific legal limits.
- No success-rate promises. Telecallers should not quote pregnancy rates or promise outcomes. Treatment decisions and prognosis belong to the doctor in consultation.
- No sex selection, ever. The Pre-Conception and Pre-Natal Diagnostic Techniques (PCPNDT) Act prohibits it. A telecaller asked about choosing the sex of a baby should say clearly that the centre does not do it.
- Stay within the ART Act. Questions about donors, surrogacy and eligibility have legal answers under the Assisted Reproductive Technology (Regulation) Act 2021 and the Surrogacy (Regulation) Act 2021. Scripts should route them to a counsellor rather than improvise.
- Discretion on the phone. Confirm you are speaking to the right person before discussing anything, especially when a partner or family member answers.
Our guide to lead-to-appointment call scripts that stay compliant has sample wording you can adapt.
How fertility centres usually set up the calling team
Most centres split the work between telecallers, who make first contact and book consultations, and counsellors, who handle the emotional and financial conversations before and after the doctor. AtomCRM supports both on the same lead. The telecaller owns the lead until a consultation is booked, and ownership moves to the counsellor after the visit.
For multi-city fertility groups, each centre's handsets can carry their own number and escalation ladder, while the owner sees calls, connect rates and follow-ups across every centre from one account. Pricing scales with the calling team: ₹799/- per telecaller per month after the one-time setup.
What AtomCRM costs
₹50,000/- one-time setup
+ ₹799/- per telecaller per month
Count everyone who makes or takes enquiry calls from the app, whether they are telecallers, counsellors or coordinators. Setup covers your stages, lead sources, ladders and the handset pilot. Recording storage is the only added running cost.
AtomCRM is live at 80+ healthcare centres in India, including 15+ IVF centres, 20+ aesthetic centres and 10+ eye centres.
AtomCRM for IVF centres: common questions
Can AtomCRM handle a couple as one lead?
Yes. The lead is the couple's enquiry. Calls on the lead's number are captured against it automatically; note the partner's number on the lead as well, and ask the couple which number they prefer you to call.
Can counsellors use the calling app too?
Yes. Anyone who makes or takes enquiry calls can pair a phone. Pricing is per telecaller, so count everyone who works from the app.
How long can a fertility lead stay open?
As long as you need. Stages and follow-up dates are set around your centre's real decision cycle, not a short sales pipeline, and overdue follow-ups stay visible until someone acts on them.
Should our telecallers discuss success rates?
No. Keep outcome and prognosis questions for the doctor. Telecallers should explain the process, book the consultation and route legal or clinical questions to a counsellor.
Is there a separate IVF CRM page?
Yes. ICG's IVF CRM software page covers the CRM side of fertility funnels in more detail. This page focuses on the calling app and the telecaller workflow.
Keep reading
AtomCRM overview
The calling app, the CRM behind it, the Android recording constraint and pricing on one page.
Follow-up discipline
Overdue, today and upcoming buckets, mandatory notes and required callback dates that keep promises visible.
Call recordings on the right lead
The honest version of Android call recording: the phone records, the app collects, and matching is by time, never by file name.
Compliant lead-to-appointment call scripts
Sample wording for each part of the call, phrases to avoid, and the Indian rules that shape what telecallers can say.
AtomCRM for cosmetic surgery clinics
Discreet, high-value enquiries with long consideration and careful hand-offs between coordinator and surgeon.
IVF CRM software
The CRM side of fertility funnels: stages, qualification and couple records.
See the AtomCRM calling app on your own handsets
We start with a two- or three-phone pilot, so you know exactly what you are buying before your whole calling team moves over.
