How to Reduce Patient Engagement Costs with True Omnichannel?
Demand for customer service is rising, yet providing more staff to meet the demand is an expensive solution. Increasingly, healthcare organizations have had to discover ways to provide the excellent customer service patients demand, while staying within a budget. Here are some solutions used by other successful healthcare organizations.
Move to the cloud
As technology advances quickly and constantly, cloud-based contact center software saves you the costs of buying, servicing, storing and upgrading hardware and software. A study of The Economic and Strategic Benefits of Cloud Computing found cloud computing saves 15% just on IT expenses. To keep current, flexible, scalable and secure, healthcare organizations need to move early, before advancing technology overtakes the ability to keep up.
The cloud also saves staffing costs by employing agents anywhere in the world, where they can access the same tools as they would at your headquarters. Tying employees to one expensive location increases costs, lowers agent satisfaction, and limits your options. Studies show a mobile workforce also increases productivity.
Provide integrated multiple channels
Using true omnichannel, healthcare organizations can deliver a great patient experience by communicating the way each patient prefers, increasing self-service and minimizing time waiting to talk to an agent.
Better than just voice
With web chat and SMS in such high demand, healthcare organizations need to offer an integrated system that includes patients’ channel or channels of choice. For example, Forbes reports that recent studies show website chat has a patient satisfaction rating of 92.9%.
Since people communicating by chat and text generally multi-task, leaving pauses in their communications, agents can handle several service inquiries at once across multiple channels, taking the customer-to-agent ratio from 1-to-1 in a voice scenario up to a 5-to-1 ratio.
Omnichannel offers a host of outbound opportunities as well. Research shows that automated SMS and email reminders minimize missed appointments, improving attendance 29%. Medical journals report that non-attendance rates for medical appointments worldwide are 15%-30%, increasing staffing and hospitalization costs. An estimate of annual cost of missed appointments in the U.S. healthcare system is $150B.
Establish robust self-serve options
Anything patients can do without an agent and with increased patient satisfaction will reduce call volume and reduce costs. True omnichannel offers many self-serve features your patients and you will both appreciate.
LiveVox provides self serve features such as smart chatbots to answer questions and collect preliminary information for agents. Our voice channel includes an intuitive, modern IVR self-service solution so patients can independently perform simpler activities, search your knowledge base to answer their questions, or file a ticket for help.
Even if patients need to talk to an agent, LiveVox’s IVR offers patients in-queue self-service and callback capabilities to decrease the frustration of waiting, resolve some issues without an agent, and make agent time more efficient. Patients can schedule a specific call-back time, hang up and wait in a virtual queue, or switch to another communication channel with a tap of a button. These features allow contact centers to even out the peak and low volume call times, saving the huge cost of over-staffing.
When patients need an agent, automation features intelligently route them to the right agent the first time. Routing configurations are easily created through a few clicks of a button and are highly customizable based on business requirements, including Account Ownership, Last Agent, Agent Teams, Skill Based Routing, and more.
Offer great patient experience
Bad experiences with a company are expensive. Not only can they cause patients to choose another healthcare organization or even attempt a lawsuit, but with social media and review sites, it takes only a few unhappy patients to turn away an unlimited number of prospective patients.
According to Temkin’s 2018 research, healthcare plans with $1 billion annual revenues who implement moderate improvement in customer experience stand to increase revenue over three years by $491 million.
Surveys consistently show that patients want to connect on their channels of choice, in a personalized way and without waiting or repeating their story. For example, a patient may ask a medical question and make an appointment by phone, but get the details of where to go and how to prepare in an email and receive a reminder by text. Being able to move seamlessly through these channels allows healthcare organizations to create valuable good will with patients.
Give agents tools they need to be efficient
When agents work with software that is easy to learn and powerful enough to make their job easier and more automated, they are more efficient, which serves patients better, and reduces the significant costs of both frustrated patients and staff turnover. Here’s how the LiveVox platform helps your agents achieve more efficiency:
We provide everything your agents need on one platform, on one pane of glass. Less integrated systems require agents to switch between platforms to do their job. With LiveVox, all the tools are instantly available to agents, including:
- A robust knowledge base, which avoids multiple calls and excess response time.
- A unified patient profile which enables the agents to know patients and their journey immediately, personalizing the interaction and shrinking average handle times.
- The ability to send out surveys for feedback or launch bulk email campaigns to analyze data and generate reports that inform high-level decision-making.
WFO Our integrated, powerful tools for monitoring agent performance and optimizing scheduling support managers to supercharge the efficiency of the contact center.
LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. Request a demo