TLC Associates
OCTOBER 1, 2019
Is your business equipped to handle the increased call volume and demands while also maintaining high-quality service? That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. Proper Workforce Management.
Talkdesk
SEPTEMBER 8, 2020
Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. million calls related to healthcare coverage to its contact center. It all adds up to an usually complex and unpredictable open enrollment period. .
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Uniphore
DECEMBER 17, 2021
The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.
CCNG
JANUARY 4, 2023
Healthcare Insurance, 35.6% However, the proper knowledge management technology, implemented with best practices, can bring very high return on investment, boost AX, and improve service quality and compliance. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5
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Call Experts
JULY 27, 2023
We strive for 99% uptime – meaning that regardless of weather, time of day, or season phone/agent services remain up and running. Operational Efficiency Metrics Average Handle Time (AHT) : Used to measure the average duration of customer interactions.
Global Response
DECEMBER 21, 2022
For example, you might measure first call resolution rate, average hold time and average handle time, while also measuring how satisfactorily the agent resolved the call, how empathetic or understanding the agent was of the customer’s problems, the overall quality of the information or solution provided, and so on.
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