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.
IVRs can be a useful tool to help guide callers to the correct destination in a business. They can also become so unwieldy and "bloated" that they instead degrade the caller experience and customer satisfaction.
Ever wondered whether automated solutions can truly deliver call management ROI? Are you curious about what types of savings the latest in voice-enabled call routing holds in store for your organization? Parlance has recently developed a new Call Management ROI Calculator that allows you to see the potential ROI Parlance solutions hold in store for your organization.