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Maximize Each Incoming Patient Call with these Essential Contact Center Capabilities – Part 2

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June 14, 2017
By: LiveVox

In the first installment of this three-part blog series, we discussed how implementing effective call qualifications and optimizing wait times within your inbound callflows can dramatically reduce call abandonment rates and improve patient satisfaction by empowering patients to self-serve. But what happens once a patient is connected to an agent?

In this blog post, we will discuss step 3 of the optimized inbound patient call flow.

  1. Effective Call Qualification
  2. Optimizing Wait Times
  3. Optimizing Live Agent Connections
  4. Integrating Customer Feedback – CSAT Survey
  5. Driving Performance with Inbound Reporting and Analytics

Inbound Scenario:
Sally’s Attempt to Make a Payment – Touch Point 3

Sally has opted to stay on hold to speak with an agent. At this point, Sally has been patiently waiting on hold and it is critical to her patient experience that she receives streamlined escalation to an agent.

How can a contact center help ensure Sally receives a seamless experience with the quickest call resolution?

STEP 3: OPTIMIZING LIVE AGENT CONNECTIONS

A seamless experience also translates into an efficient process, one in which the patient’s service request is resolved in a timely manner and with the least amount of agent resources. To achieve this, it is imperative that contact centers facilitate intelligent call transfers and equip their agents with the information needed to properly service the call.

Let’s take a deeper dive into some of the key capabilities needed to optimize a patient’s connection with an agent- advanced routing and agent enablement features.

  • Advanced Routing: Ensure Patients Reach the Most Qualified Agent Contact centers can help ensure that Sally is serviced quickly and effectively by routing her to the same pool of blended agents, specializing in Medicaid accounts, that left her the initial voicemail. Contact centers can leverage different routing schemes based on their various business requirements. Key configurations include:
    • Longest Available
    • Conditional (e.g. zip code/area)
    • Skills-based routing (e.g. language, service request, account status, etc.)
    • Overflow
  • Agent Enablement Features: Once a patient is connected to an agent, agents should be equipped with enablement tools that provide key account information on the inbound caller. Without these tools, patients like Sally may once again be required to provide information that they have already provided, creating a disconnected experience and further delaying the resolution time. It is critical that contact centers provide agents with the information needed to properly service a call with enablement features such as:
    • Screen Pop/Unified Agent Desktop Widgets: Upon connection, an agent is automatically provided with the patient’s account data to help create a streamlined experience
    • Scripting: Agents can be provided with a pre-defined script based on initial front-end IVR call qualifications
    • Supervisor Support (Monitor, Coach, Barge and Chat): Supervisors are equipped with the ability to monitor all call activity live, coach agents who may need extra assistance, barge in on a call if necessary or send an agent a message in real-time.

As you can see, optimizing the live agent connection during an incoming patient call plays a fundamental role in the overall patient experience. But what happens after a call is completed? How can you gather patient feedback and turn it into actionable KPIs to continuously improve your operations?

Stay tuned and follow us on LinkedIn to learn how contact centers can utilize pateint feedback and inbound reporting/analytics to drive perfomance and improve the patient experience in the final installment of this three-part blog series.

Patients will continue to demand faster, more empowering interactions, and the ability to provide that will prove to be a contact center’s competitive differentiator or disadvantage. Cloud contact center solutions such as LiveVox are eliminating these historical challenges and empowering contact centers to leverage these strategies with a few clicks of a button. Don’t get left behind, leverage cloud to optimize your inbound calls today. Email us at info@livevox.com

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