The High Price of Old Technology Solutions for Answering the Phone in Healthcare
The High Price of Old Technology Solutions for Answering the Phone in Healthcare
With 25 years of experience perfecting speech-enabled technologies, Parlance has solved a lot of problems and learned a lot of lessons. Each new lesson represents a piece of knowledge we can add to our business model.
For instance, we’ve learned that sudden emergencies quickly and starkly highlight where you need to improve processes and make best use of your highly trained staff. The simple task of answering the phone stands out as a friction point for callers and employees if the organization is relying on outdated technology for answering calls. While patients and their families become frustrated with clunky phone trees or waiting on hold, employees are stuck routing routine calls while they should be attending to people who have more complex service needs and/or require empathy.
At Parlance, we are acutely aware of how large enterprises answer their phones and how much waste is created when callers are confronted with technology that they perceive to be more of an obstacle than an open door that gives them easy access to the resources they need. During emergency situations when organizations see surges in call volumes, the inability to execute effectively on this small task is very costly — both in operating costs and patient experience.
Health systems field millions of phone calls annually, each presenting a chance to leave a positive impact on healthcare consumers and demonstrate to patients what they should expect. At Parlance, we collaborate closely with our clients to streamline operations, ensuring every incoming call efficiently connects callers to their intended destination, minimizing waste and maximizing value.
Parlance voice-driven solutions increase self-service, meet the customer experience demands of today’s leading organizations, and drive operational efficiency. Parlance relieves the burden of routine transfers and poor self-service, optimizing business operations and guaranteeing ROI.
“When you’re a hospital or healthcare system, patients judge your competence at every level. And if you can’t get your phone right, they’re wondering if you’re going to get their hip replacement right. Parlance has helped maintain patients’ confidence in the care they receive with us.” — Jake Dorst, Tahoe Forest Health System CIO
By Parlance Team
