Charging into the NEW

Healthcare client couldn’t keep up with the demands of their customer with their ageing voice-only system

In the healthcare industry, it is essential for assistance to be ready at a moment’s notice. With client’s ageing voice-only system, client
require to optimize their operation to meet the current and the future experience needs of their customers.

We worked with various agents to create a detailed map of the their experience from referral to scheduling to procedure preparation
to discharge and reporting processes. The purpose of the discovery workshop was to better understand their current state of customer
and agent’s experience.

Some of the key challenges that the team pursed are:

In Customer Experience
1. Agents find it hard to identify a call that results in longer conversation
2. Agent were unable to find patient’s reason of contact, resulting in longer handling time to reroute or find the right information
3. Roving nurses are not reachable most of the time

In Technology
1. The current platform do not provide queuing system resulting in manual work for agents to check on the voicemail for follow-up
and call back
2. There is no view on agent and contact centre performances
3. There is no flexibility for future roadmap for digital capabilities
4. Roving nurses used mobile devices resulting in a lot of IDD calls charges.

Our Solutions

New tools and processes have enabled a frictionless experience for both the call agents and the customers

The implementation of Cisco Unified communication and Contact Centre Express system allowed for continue , uncompromising
customer experience:
– Built in, interactive voice response capability that allow customers to key in their reason to contact to reach the right agent for
enquiry
– Automated outbound call to enable proactive patient service
– Catered for multichannel capabilities that includes management of voice, email and chat
– A customizable dashboard with regular report that allow agent to check n supervisor’s availability or forward a call internally
using their phone book
– Instant messaging allowing for better internal communication : agents are able to consult colleagues during challenging calls
– In the event of dispute, agents can follow healthcare compliancy on call recording
– To reduce IDD call charges, roving nurses can use Cisco Jabber Phone mobile application to reach back office easily