Voice-driven call routing improves patient experience in health system call centers
Despite the many channels available to healthcare consumers, the voice channel (the phone) is still the most widely used method by patients. Many people calling a hospital or clinic require empathy and complex support. The easiest and most cost effective way to deliver human support is by making self-service options easier for routine callers, so that live agents are available for the callers who really need it.
Health systems rely on Parlance every day to modernize call handling, ease caller effort and reduce operational costs. People with routine requests can get to the person, department, or resource they need without waiting on hold or using a confusing IVR menu. People who need complex support can get it quickly, because live agents are no longer acting like human transfer switches and they’re more available to help callers who need it.
The voice channel (the phone) remains the preferred method of communication because it offers real connection for patients and families. Patients can hear when agents are empathic, receptive, dedicated, and considerate, making callers more confident in the agent’s ability to solve their issue. In cases when a patient finds themselves in a negative situation, a real person is the only one who can turn the situation around.
When speech recognition is used at the digital front door, it improves the patient experience in health system call centers.
To learn more about how voice-driven call routing deflects calls from contact centers and improves patient experience, visit our website...
https://www.parlancecorp.com/demos/ca...