Time for a Check Up
Addressing the Unique Challenges and Opportunities for Contact Centers in the Healthcare Industry
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It is vitally important that customer service representatives are well-equipped to service the patient and his family at the highest possible level. If organizations recognize this new climate of customer service as an incentive to improve their service level and customer satisfaction, they will enjoy viral positive publicity rather than a bitter setback to their brand.
The Importance of Service Level
Inova Solutions knows, from decades of experience working with contact centers in the healthcare industry, how to improve service levels and other key performance indicators that impact the bottom line. It all comes down to targeted, immediate communication if customer service representatives are kept up-to-date on important operational information, they are better equipped to do their jobs. This real-time awareness requires a simple and direct line of communication across the disparate branches of the contact center.
For example, when contact center managers are aware of real-time operational conditions, they can assign more agents to overloaded queues, and therefore reduce wait times and handle higher call volumes. If schedulers are aware of same-day appointment cancellations as they happen, they can quickly fill the spot with new patient appointments, maximizing utilization of expensive medical and human resources. If the patient record system is temporarily down, supervisors can quickly get a message out to all helpdesk representatives, informing them of the delay and expected resolution time, so that the agents are equipped to handle customer inquiries about the issue. Inova Solutions has seen simple operational adjustments such as these lead to signifi cant improvements in service levels and customer satisfaction, as well as a reduction in operating costs.
Inova's contact center middleware consolidates information from not only automatic call distributors, but also from virtually any data source in the contact center, including patient scheduling systems, workforce management systems, as well as internally-composed messages. This important data is then streamed in real-time to those who need it displayed on an LED wallboard, LCD flat screen monitor, web-based management dashboard, or directly on customer service representatives' computer desktops.
Contact Inova Solutions today to learn how real-time data consolidation and reporting has helped countless contact centers in the healthcare industry meet service level goals and retain profitable contracts.
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