Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare
The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the consumer experience, staff experience must be improved, and vice versa.
Switchboard and contact center staff are overwhelmed with frustrated callers. When patients and caregivers are upset because its too hard to navigate to the provider or department they need, they have to wait on hold too long, or because they transferred too many times, they often direct their emotions towards staff. Being on the receiving end of caller irritation is draining for healthcare representatives. They have a lot to juggle, including many administrative duties. Many callers have pressing health issues. Agents and operators must connect patients to necessary care or schedule a life-saving operation. The resulting pressure from repeated stressful calls is emotionally draining for support staff.
Switchboard and contact center staff are overwhelmed with frustrated callers. When patients and caregivers are upset because its too hard to navigate to the provider or department they need, they have to wait on hold too long, or because they transferred too many times, they often direct their emotions towards staff. Being on the receiving end of caller irritation is draining for healthcare representatives. They have a lot to juggle, including many administrative duties. Many callers have pressing health issues. Agents and operators must connect patients to necessary care or schedule a life-saving operation. The resulting pressure from repeated stressful calls is emotionally draining for support staff.
The exhausting atmosphere of these jobs results in high attrition rates, and constant turnover leads to a less experienced workforce.
New agents, often unprepared for the fast-paced environment and the vast array of complex issues, are unable to sufficiently assist callers, causing frustration for both parties. Due to the difficulties that operators and agents face, their roles are challenging to fill. These problems ultimately increase hold times and decrease quality of care, hurting healthcare consumers. Operators and agents need help handling their intense workload in order to provide the best support for patients.
Thousands of hospitals and clinics nationwide rely on Parlance to modernize call handling and simplify the experience for callers, and for switchboard and contact center staff. With Parlance, callers speak naturally and connect quickly, so those with routine requests immediately get to the person, department, or resource they need: no long hold times, no confusing menus, no numbers to press. Patients and caregivers who require complex support get it quickly because live operators are no longer acting like human transfer switches and they’re more available to help people who need it.
Thousands of hospitals and clinics nationwide rely on Parlance to modernize call handling and simplify the experience for callers, and for switchboard and contact center staff. With Parlance, callers speak naturally and connect quickly, so those with routine requests immediately get to the person, department, or resource they need: no long hold times, no confusing menus, no numbers to press. Patients and caregivers who require complex support get it quickly because live operators are no longer acting like human transfer switches and they’re more available to help people who need it.
Parlance is a subscription-based managed service that easily offsets staffing burdens and workforce shortages.
50–75% of switchboard calls are immediately offloaded with Parlance, eliminating call queues, and removing the burden of overwhelming workload from healthcare staff. Shorter hold times and easy self-service for routine requests such as FAQs and appointment management, mean that healthcare consumers are less frustrated and easily reach a live representative when they need one.
These improvements result in lower employee turnover and reduce the difficulties associated with staffing shortages. Watch this customer success video on saving money while improving patient and switchboard operator experiences.
First impressions count! A poor experience can damage a consumer’s view of the health system brand. Switchboard operators and access center agents are the backbone of the patient experience. With Parlance, operator, agent, and caller experiences improve. Give your calling community the tools they need to succeed! By Annmarie Block
First impressions count! A poor experience can damage a consumer’s view of the health system brand. Switchboard operators and access center agents are the backbone of the patient experience. With Parlance, operator, agent, and caller experiences improve. Give your calling community the tools they need to succeed! By Annmarie Block
