INDUSTRY · HEALTHCARE
Call handling for Healthcare
The usual problem: Long hold times and a heavy intake load. Samantha answers first, works out why they are calling, and gets the ones that need a person to the right one.
ON THE CALL
What happens when someone calls
How the first layer of the phone handles a call in this industry.
- Answered without a hold queue
- Reason for calling captured
- Routine questions answered
- Anything clinical routed to a person
What you are trying to get out of it
- Shorter waits for patients
- Smoother intake
- Overflow handled