You can’t manage what you don’t measure. So what is your phone system trying to tell you? With detailed call reporting you can manage and measure your company’s key performance indicators (KPI) to ensure your business is setting the bar for your industry’s’ standards. We have found a few common KPI’s for the healthcare industry are average wait time, abandonment rate, agent available time, and first call resolution. Chronicall can help you monitor and report in all these areas.
By understanding what your patients go through when they call your business you can better meet their requirements and ensure they stay happy and healthy patients. With Chronicall reports and real-time displays you can easily measure the KPI’s that most other healthcare providers observe. You can also drill down into the reports to find additional information that can help your business.
With call recording you can enhance your reports by not only seeing what happened on the call, but by hearing it too. Call recording can help your employees succeed in their job with a variety of ways:
Quality Assurance Monitoring your employees calls can help your supervisors and managers assess their team member’s performance. Adding scorecards can drive employee performance because they can see how they have improved over time and how they stack up with their co-workers.
Dispute Resolution Call Recording is also critical for dispute resolution and protection for your employees. Knowing that they are protected as long as they follow the company processes helps with stress and overall job satisfaction.
Employee Coaching Managers can also use the recordings to help train and develop their employees to maximize their abilities.
Voice of the Patient what better way to improve your services then by reviewing your own patients comments or suggestions. Agents can leave detailed notes
along with the recording to allow for easy review and retrieval of your patient calls.
Compliance many business and industries are legally required to monitor their business interactions with their clients and partners. In fact, recent legislation in many countries require all banks, insurance companies, and other financial institutions to record their calls. Often times they never access the recordings unless asked to resolve a dispute. Having an easy and reliable recording solution is critical for compliance purposes.
With Chronicall your calls are secure by having multiple layers of encryption. Your employees can also pause or stop the recording as requested ensuring your business remains HIPAA and PCI compliant.
You can’t manage what you don’t measure. So what is your phone system trying to tell you? With detailed call reporting you can manage and measure your company’s key performance indicators (KPI) to ensure your business is setting the bar for your industry’s’ standards. We have found a few common KPI’s for the healthcare industry are average wait time, abandonment rate, agent available time, and first call resolution. Chronicall can help you monitor and report in all these areas.
By understanding what your patients go through when they call your business you can better meet their requirements and ensure they stay happy and healthy patients. With Chronicall reports and real-time displays you can easily measure the KPI’s that most other healthcare providers observe. You can also drill down into the reports to find additional information that can help your business.
