Hometown Health, the largest not-for-profit insurance company in Nevada, faced some significant challenges in servicing calls coming into their customer care center. Hold times and call abandonment were hitting all time highs as the contact center struggled to keep up with rising call loads in the face of ongoing company growth.
A California healthcare facility recently made changes to the way they manage calls coming in to their orthopedics clinics and scheduling line. Their improvements to the caller experience were recently validated by the organization's "Phone Secret Shopper" program
One contact center challenge concerns the management of incoming calls that are intended for alternate service lines or destinations. Callers may dial into a scheduling center with a billing question, dial into a help desk trying to reach an employee, call the billing center to reach a salesperson, etc.