In the healthcare industry, it’s important to keep the First Call Resolution (FCR) rate high. The healthcare industry can rely on healthcare back-office support services and outsource BPO healthcare to the experts. It will help them increase efficiency and focus on patient care while the communication is handled by experts. Learn how our experienced and skilled Philippine team assisted a healthcare institution in the U.S.
Company profile
A leading healthcare provider based in the U.S.
Challenge
Unattended patient calls were a huge concern for the healthcare institution. The patients struggled to connect with the healthcare facility and get quick appointments. The FCR rate was low, and call abandonment lingered between 18% to 20%. Unattended calls and a lack of a unified communication approach led to increased patient frustration and also impacted the goodwill of the institution.
Solution
We reviewed the current call center status of the healthcare facility. We focused on improving the patient experience and enabling them to book appointments faster and get medical assistance at the desired time. We worked on bridging the communication between the healthcare institution and the patient. They needed technological advancement in their existing infrastructure and improvement in agent efficiency with automated solutions. We integrated technology such as click-to-dial, predictive dialers, advanced IVR solutions, and AI-powered ticket management. Advanced contact center solutions optimized the caller experience with personalized greetings and smart agent routing and fast appointment booking. We enabled the healthcare facility to offer an enhanced patient experience. Increased workforce productivity improved the organization’s goodwill and helped to win the patients’ trust.
Outcome
Our focus on high-quality and technology integration allowed us to streamline the entire communication process and improve the call center metrics. The First Call Resolution (FCR) rate improved significantly from 53% to 84%, which increased patient satisfaction and reduced the need for continuous follow-ups. The CSAT Customer (patient) satisfaction score increased from 51% to 73%. There was a reduction in the agent idle time with the integration of technology such as predictive dialer and smart call routing, allowing the call center team to focus on query resolution. They could effortlessly service more patients with a faster response time and manage a high call volume. It provided a seamless experience while connecting with the healthcare facility, getting quick appointments, calling an ambulance, and getting immediate assistance. With an improved infrastructure and trained agents, we improved call resolution rates and increased the customer satisfaction score.
About MyCustomer360
MyCustomer360, a leading back-office company, offers healthcare-focused patient engagement and BPO services delivered by our experienced team based in the Philippines. Contact us for a free consultation and elevate patient care with modern healthcare back-office support and BPO services.
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