Benefits of Having a Low Average Speed of Answer
The average speed of answer (ASA) is a metric used in a medical assistance call center to measure how much time the agents take to receive incoming calls. It is one of the most important metrics for any healthcare center. The following are reasons why your call center should have a low average speed of answer.
Low Abandonment Rate
Abandonment rate in a healthcare call center means how many times calls are dropped before the patients get the chance to talk to an agent. For the best patient experience, you will be going for the lowest call abandonment rate. Luckily, when the ASA is low, it means that the agents take very little time to answer the calls, so fewer will be abandoned.
Cost-effectiveness
If you are wondering why a low ASA benefits your call center, know that it is an indication of how many hands you have on deck. The lower the ASA score, the better because then, the patient can tell that there are enough agents available. When the call stays in queue for a long time, t the facility will have to pay more to handle it.
Patient Satisfaction
Nothing makes current and prospective clients happier than knowing that they can get in touch with you within the shortest time. The overall patient satisfaction rate increases because they don’t have to wait long in line for someone to solve their problems. They will find it easy to call whenever they need anything.
Read more: Call Center Customer Satisfaction: A Comprehensive Guide for Healthcare Providers
Higher Lead Generation
Another reason why your call center needs a low ASA is because it is good for business. If you can prove to potential clients that your healthcare center runs efficiently, they will easily trust your services, which further facilitates conversion rates. The more satisfied they are with your service delivery when it comes to receiving and handling their calls, the more they can trust you and are willing to do business with you.
Agent Satisfaction
Every healthcare call center wants to improve its call center retention rate, which reflects how long the company can retain its agents. When the ASA is low, the agents rarely deal with disgruntled patients and clients, so they stay happy and are able to focus on their job, which is listening and attending to the concerns of the callers.
Talk to Medical Call Center Professionals
If, for any reason, your call center is constantly dealing with high ASA, contact Sequence Health, a professional medical call center service provider, to help reduce the rates. By engaging the services of a professional to manage your medical call center, you will finally enjoy the benefits of low ASA, like low abandonment rate, customer satisfaction, and improved healthcare lead generation.