Guaranteed Caller Experiences
Insuring against dissatisfaction and frustration.
Insurance agencies and healthcare payers require call management solutions that please callers, enable efficient business operations, and help control the rising costs of customer engagement. With Parlance self-service solutions at critical locations within the voice network, caller experiences become a brand asset, agents and operators become more available, and call handling costs become more available. Deliver excellent caller experiences and reduce costs with Parlance self-service solutions.
Blue Cross Blue Shield
Blue Cross Blue Shield of Massachusetts was in the process of changing their telecommunications infrastructure, requiring that all of the facility’s employee phones (more than 3,000 at the time) change extension numbers, effectively negating the use of existing company directories previously used by employees to connect with each other.
Learn how Parlance speech self-service solutions solved the entension change challenge and have connected more than 5 million calls at Blue Cross/Blue Shield to date.
Taming Contact Center Workload
Rising workloads have caused a 9% annual growth rate in U.S. contact center staffing in recent years. Despite the additional hires, excessive workload continues to adversely affect several different communities — from Agents and Managers to IT personnel. But the community being most affected by workload may not be the one that you think it is (Hint: It’s the Caller).
Can Lean Practices Transform Call Management?
Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing. A new white paper by Parlance places these dynamics in the context of call management in the healthcare contact center, demonstrating specific ways today’s advanced caller self-service solutions are meeting Lean objectives. The paper outlines many of the growing challenges faced by healthcare contact centers in meeting ever increasing healthcare needs and growing call volumes. It demonstrates how the fundamental principles of Lean can be easily implemented through better caller self-service, allowing these contact centers to do more with less, while delivering greater value to end-users.
State of the Caller Experience - 2017
Parlance and Tern Systems Consulting present a new study that examines how inbound calls are handled by large organizations in the U.S. This comprehensive paper discusses the various approaches to handling incoming calls, looks at the mix of technologies used across major market segments, and discusses these trends, the future of call handling, and steps your organization can take today to assess the experience delivered to callers.