Strategies to Optimize the Call Flow Process
There are ways to know that your healthcare call center is running smoothly, and it starts with the state of your call flow. When it comes to the call flow, the entire process involves the patients’ calls coming in and how the staff interacts with them to ensure that their issues are resolved. Considering how important the metric is, it helps to know how to improve the call flow.
Simplify Call Rerouting
If your healthcare call center uses IVR (Interactive Voice Response) to prescreen calls before rerouting them to the representative, you want to make sure that the transfer is smooth. For the best call flow, avoid having to take patients through an endless loop as they are trying to find a respondent. Check that the menu is short and easy to understand so they can get help within the shortest time.
Read more: What Does IVR Stand For In a Call Center?
Use Advanced Tech
If you want to improve the call flow in customer service, make sure that you utilize technology. Apart from IVR, you can also use queueing and other routing strategies to ensure you make the experience better for the patients when they need assistance. You can also make use of call monitoring and real-time call recordings to identify issues during calls and make adjustments.
Allow Flexibility to Go Off-Script
One of the main challenges clients complain about is that the representatives sound too similar or almost robotic when addressing them. This can happen when there are strict rules to follow when it comes to the script. However, when you leave room for flexibility, the staff can go off-script when needed. Trust that the callers can detect when they are being addressed with empathy and the response is personalized.
Provide Consistent Training and Mentorship
The call center call flow is determined by the nature of interaction between the patient and the staff. Technology may be a huge part of the process, but since the center is run by humans, you want to invest in their training and skill sets. They should know how to actively listen, effectively communicate, solve various problems, and conduct themselves properly the entire time. Handling different people every day requires special skill sets that you can only support through continuous training.
Optimize the Call Flow Process
Imagine patients and potential clients calling the healthcare call center to find the tech working perfectly and the staff very helpful. If you want this for your facility, consider reaching out to our professionals at Sequence Health for exceptional patient conversion solutions.