In healthcare, 87% of inbound patient interactions occur via telephone, making phone calls a critically important factor in overall patient experience. Meanwhile, many healthcare organizations fail to take advantage of simple call management improvement opportunities that can elevate caller interactions and boost the overall patient experience.
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.
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.
Call management requirements in higher education are evolving rapidly. Switchboard/directory services calls have fallen considerably over the last decade, necessitating a new strategy – one that helps control costs while ensuring excellent caller experiences.
Customer Experience continues to influence everything from market presence and [...]
New study demonstrates how a proven, 60-year-old manufacturing methodology can boost customer satisfaction and bring new efficiency to healthcare contact centers. Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing.