100% of All Calls Reviewed Daily
With hospitals facing increased expectations to deliver high quality service to their patients at every turn, there has never been a better time to take advantage of call center voice analytics. Do your vendor partners have the patient’s satisfaction in mind? MedCo utilizes voice analytics to ensure the patient’s experience while providing its clients with peace of mind.
Taking the Patient Experience to the Next Level
For over 20 years MedCo has understood the importance of providing a quality patient experience. Our contact representatives go through in-depth training for 4 weeks before ever speaking to a patient on the client’s behalf. A Quality Assurance program was developed to monitor and evaluate representatives monthly, and to evaluate quality levels and performance. In 2017, MedCo became one of a few healthcare-related call centers to utilize voice analytics to ensure a positive patient experiences.
How Does Voice Analytics Work?
Most call centers sample less than 1% of its total calls. Utilization of voice analytics has enabled MedCo to increase its sampling to 100% of all calls. During the implementation process of launching voice analytics, MedCo defined the listening parameters to determine what elements should be monitored. Our system listens for conditions such as:
o Pre-defined key words
o Raised or tense voices
o Long pauses
o Poor connection quality
o Parties talking over each other
If any of the conditions above are present on any call, the call is flagged and sent to a supervisor for review. Upon review, the supervisor can take appropriate action or use it as a coaching opportunity with the representative on the call. In some cases, the representative is recognized for their excellent handling of the situation and may be used as a coaching example for the entire call center. The result: higher quality calls and higher patient satisfaction.
Want to learn more? Let MedCo help ensure your patient’s satisfaction! Call 1-844-528-4338 or email firstname.lastname@example.org today for additional information.