Improve Contact Center Operations – A Quick Win
Complaints and staffing challenges can put an unfavorable spotlight on contact center operations. As a leader, you will feel pressure to act quickly to improve the situation. But realistically, organizational transformation will require time for analysis, planning and implementation. You will be defining new business processes and deploying better systems and integrations to support those processes. And yet, the need for immediate relief is real!
Introducing targeted conversational AI instantly reduces agent workload
Leveraging conversational AI to support call steering provides a quick win and a strategic first step in digital transformation. Most patients still prefer the phone for managing their care.
Conversational AI transforms and automates the first steps of the caller journey and creates some breathing room for staff.
Parlance intelligent virtual assistant (IVA) answers the phone, determines the caller’s need, directs the call to the correct queue, and deflects non-access related calls to the appropriate destinations outside of the contact center. Simply put, we transform the way your contact center answers the phone, and this has an immediate impact on service levels:
- Better patient experience with easy access to the right resources
- Fewer handoffs/transfers – a major dissatisfier for callers and agents
- Deflection of calls that don’t belong reduces hold times for all callers (up to 30% of calls to patient access get re-routed to destinations outside of the contact center)
- Live agents are more available (and provide better customer service) for patients who need human support
These improvements come swiftly and require no backend integrations with EHR or CRM systems. Once you’ve implemented an effective means of managing call traffic, you can begin the process of planning for how to expand the use of modern IVR and IVA to support more of the patient calling experience and to deflect redundant work from your agents.
Most contact centers go live with Parlance within 4 to 8 weeks
Parlance IVA is delivered as a fully managed service. More than industry-leading technology, we are a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI. To ensure ongoing performance and high usage and connection rates, Parlance delivers service on a subscription basis, negating any large, up-front investment. We like to say, “With Parlance, you don’t buy software, you subscribe to results.”
We improve the first step of every caller’s journey while your team gets to work on a roadmap to transform your contact center.
We specialize in healthcare call flows, dialogues, and scripting, and ensure optimal caller engagement. Our engineers quickly implement a voice-first solution that meets the present needs of your contact center and is well-positioned to grow with your organization.
By Sheila Kelly
By Sheila Kelly
