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Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform

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October 1, 2019
By: LiveVox
Patient Experience

Ways to Know It’s Time to Update your Contact Center Platform

ER doctors and paramedics keep in mind that they meet patients on one of the worst days of the person’s life. This isn’t always true for patients who contact their healthcare organization, but regardless of how serious their problem, they need a quick, efficient, knowledgeable and warm response. Your contact center platform can facilitate this or can frustrate patients at a time when they need help.

There are cost-effective, technological solutions to these challenges, but how do you know if you need them? If you can answer “no” to any of these, your system probably isn’t meeting the needs of your patients:

Do you have integrated omnichannel?
 

With omnichannel, a patient who needs to make an appointment can use a self-service option, such as smart voice IVR, which will verify the patient’s identity and guide her through the process without the need for a live agent. If she’s not finding what she wants, or has a question, she can easily opt for a live agent who will already see the information she’s given by IVR, chat or SMS, so she doesn’t have to repeat herself. On the same dashboard, the live agent can also see her account and has tools such as a knowledge base and ticketing initiation. The agent can greet the patient by name, see her previous communications and solve her problem warmly and efficiently.

After these interactions, a survey can be sent to collect feedback and the call center manager can use the analytics built into the unified system to generate reports about the quality of the agent’s work and the patient’s satisfaction.

Is your system in the cloud?

If your system isn’t cloud-based, you are probably scrambling to keep up with the rapidly evolving technology you need to stay competitive. While piecing together each new bit of hardware and/or software you need may seem more affordable than adopting a complete, integrated system, it is costing you optimal service and ultimately increases your total cost of ownership.Once you are in the cloud, there is no equipment to buy, store, upgrade or repair, upgrades and new features happen magically while you sleep, and you can always be current, efficient and flexible.

Do you have court-tested compliance tools?

LiveVox takes privacy compliance very seriously, and we know you do too. When you use our outbound or inbound solutions, you are using tools that courts have validated as compliant with the law. We are 3rd-party certified PCI compliant and we make it easy for you to be HIPPA-compliant in your communications systems.

We offer a tool for security, called, “Advanced Secure Payment Capture Feature,” which integrates with your own payment processor. Sensitive data, such as credit card numbers, are not stored and are not visible to the agent, but route directly to your payment processor without even being captured in call recording.

The full LiveVox Compliance Suite also provides access to a host of compliance tools for inbound and outbound calling, including:

  • Over-Dialing Protection
  • Manual Dialing Curfews
  • Do-Not-Call options
  • End-to-end PCI Compliant Payment Lines
  • Centralized Call Recording
  • Real-time Agent Monitoring and Reporting

Each of these tools and other LiveVox features help contact centers become more efficient, more effective and manage risk with respect to various statutes and standards including the FDCPA, TCPA, PCI, DSS and FCRA. 

Do you offer reliable and effective patient self-service options?

A study from 451 Research revealed that 87% of patients would prefer to use a visual IVR to complete their appointment scheduling requests faster and be able to seamlessly transfer to a live person on demand, without having to repeat their information.. When patients can take care of much of what they need using smart, automated systems, patient satisfaction dramatically increases. Patients can take care of their business quickly, privately and 24/7. Self-service frees agent time, lowering costs and reducing wait times. Here are some of the self-service functions healthcare organizations are offering:

  • Making, changing or cancelling appointments from a smartphone.
  • Waiting in a virtual line from a preferred, comfortable distance with notifications about how much time is left before the patient’s turn.
  • Click to chat or click to call from a phone or other device–being able to switch channels easily, at will.
  • Surveys for feedback about call center and medical services offered right after a contact, when it’s fresh.
  • Paying fees, premiums and past due bills.
  • Comparing and choosing plans.
  • Retrieving lab test results.
  • Getting notifications about appointments, billing, wellness, doctor recommendations, etc.
  • Filling out forms and updating account information.
  • Checking in for an appointment..

When patients want help, they want to access it through their channel of choice–voice, chat, SMS or email–directly and easily from their self-service attempt. LiveVox offers customizable IVR, AI-powered chatbots, web chat and email options that are easily accessible and fully integrated. So when live agents get involved, they have all the information from previous communications in front of them. 

Patients also benefit from our in-queue self-service and callback capabilities to decrease frustration for patients waiting for agents. 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.

Have you resolved the source of patient complaints?

Patients commonly complain about these issues:

  • Needing to repeat information between agents or channels is the number one complaint across industries. Yet fewer than 25% of businesses have the technology to avoid this source of frustration.
  • Long wait times when they do call.
  • Not offering the communication channel of choice.
  • Not enough available self-serve or a frustrating, inadequate self-service system.
  • Agents not having immediate access to patient profiles and communication histories. Only 16% of consumers report businesses even greet them by their names. 
  • Many patients hang up on an inadequate automated system out of frustration at not being able to reach a live person.

LiveVox builds contact center software with these common complaints in mind and offers solutions to streamline and elevate patient experience to a whole new level.

With our solutions, your patients can take care of their own needs with extensive self-serve and automated options, including the use of artificial intelligence and machine learning to develop smart and human-like IVR and chatbots. 

Patients who don’t get what they need from self-serve have clear ways of accessing a live agent through whatever channel they want. Regardless of their journey, all of their information is integrated so they don’t have to repeat themselves. Both automated and live agents address patients warmly and respectfully by name, with tools to solve the problem expertly and efficiently. 

By using more automation, self-serve and multiple channels, live agents have more time to serve the people who need them and your contact center becomes much more productive at lower costs. Agents also have the capacity for outbound legally compliant calls, email campaigns or personalized SMS messages.

Is it time to update your contact center platform?

About LiveVox

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, LiveVoxremains 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. To learn more, schedule a demo today.

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