When your contact center is struggling, as a leader you will feel pressure to act quickly to effect positive change. Complaints about service levels and the rising trend of agent burnout put a tremendous amount of pressure on your team to act immediately to effect change. But realistically, organizational transformation will require time for analysis, planning and implementation. You will be defining new business processes and deploying better systems and integrations to support those processes. And yet, the need for immediate relief is real!
Enabling callers to speak naturally to connect with what they need instantly reduces agent workload
Implementing speech-enabled call routing at the front end of a digital transformation process will give you a quick win. When callers can self-serve easily, routine routing and triaging tasks are eliminated. This stabilizes operations, transforms the first steps of the caller journey, and creates some breathing room to further optimize call center operations. Parlance intelligent voice-driven solutions answer the phone, determine the caller’s need, and deflect non-access related calls to the appropriate destinations outside of the contact center. Simply put, we transform the way your contact center answers the phone, and this has an immediate impact on service levels:
- Better patient experience with easy access to the right resources
- Fewer handoffs/transfers – a major dissatisfier for callers and agents
- Deflection of calls that don’t belong reduces hold times for all callers (up to 30% of calls to patient access get re-routed to destinations outside of the contact center)
- Live agents are more available (and provide better customer service) for patients who need human support
These improvements come swiftly and require no backend integrations with EHR or CRM systems. Once you’ve implemented an effective means of managing call traffic, you can begin the process of planning for how to expand the use of modern IVR and IVA to support more of the patient calling experience and to deflect redundant work from your agents.
Most contact centers go live with Parlance within 4 to 8 weeks
Parlance is a Software as a Service company delivering intelligent speech-driven solutions as a fully managed service. More than industry-leading technology, we are a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI. All active monitoring, analysis, tuning, and management of the solution are outsourced to Parlance. To ensure ongoing performance and high usage and connection rates, Parlance delivers service on a subscription basis, negating any large, up-front investment. We like to say, “With Parlance, you don’t buy software, you subscribe to results.”
We improve the first step of every caller’s journey while your team gets to work on a roadmap to transform your contact center. We specialize in healthcare call flows, dialogues, and scripting, and ensure optimal caller engagement. Our engineers quickly implement a voice-first solution that meets the present needs of your contact center and is well-positioned to grow with your organization.
By Sheila Kelly