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Medical Call Centers Can’t Afford to Ignore These 5 Metrics

Hold time is one of the biggest problems in a medical call center. If you’re looking for support with a medical concern, waiting on hold is probably … See more

Actived: 1 days ago

URL: https://fonolo.com/blog/2021/03/medical-call-centers-cant-afford-to-ignore-these-5-metrics/

COVID-19 Safety Measures for the Call Center Fonolo

WEB4 Major Risks to Call Centers After the COVID-19 Pandemic. That said, some best practices to guide your post-pandemic safety measures are: Practice physical …

Category: Health Go Health

How to Create a Call Center Performance Report Fonolo

WEBAdherence. This metric measures whether your agents are managing and adhering to their schedules. You can calculate it by taking the total time a call center agent is available and dividing it by the time they are scheduled to work. The resulting percentage will help you to identify whether your agents are where they are supposed to be, when

Category: Health Go Health

Four Tips for Improving Customer Service in Healthcare Fonolo

WEBFirstly, proper protocols should be in place so that call center agents are not left scrambling to handle difficult situations. Ideally, there should be clear steps to follow …

Category: Health Go Health

How to Prepare Your Call Center for Open Enrollment Fonolo

WEBAccording to healthcare.gov, open Enrollment for 2021 runs from November 1 through December 15, 2020. Outside the Open Enrollment Period, you can usually …

Category: Health Go Health

What You Don’t Know About the Call Center that Could Hurt You

WEBHealthy agents are better agents, so it’s important to do whatever you can to help curb stress levels and boost agent morale in your contact center.

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The Importance of Call Centers in a Crisis Fonolo

WEBThe Importance of Call Centers in a Crisis. The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare …

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5 Popular Contact Center Benchmarks Fonolo

WEBWe’ve chosen 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration (also known as Average Handle …

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The ROI of Call-Backs: Reducing Handle Time Fonolo

WEBThe handle time of a call is the sum of 3 numbers, which are illustrated in Figure 1: 1. Talk time: The time an agent and caller spend talking to each other. 2. Hold …

Category: Health Go Health

COVID is Creating a Surprising Contact Centers Trend Fonolo

WEBThis year, everybody got treated to a big helping of empathy. COVID-19 wasn’t “somebody else’s” problem. Nobody escaped the endless waiting times. “Agents …

Category: Health Go Health

6 Ways to Reduce Call Center Shrinkage Fonolo

WEB4. Engage Agents and Offer Incentives. 5. Create Excellent Work Culture. 6. Support Agents with the Right Software. . Reducing call center shrinkage sounds like a …

Category: Health Go Health

Active Listening is Key to Great Customer Service Fonolo

WEBSo, even though actively listening may be a challenge, it’s critical to providing a great customer service experience. In fact, research finds that 60% of business …

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How to Create a Call Center Agent Satisfaction Survey That

WEBFirst, some quick basics. Surveys are typically made up of two types of data. Quantitative data is made up of responses that can be expressed as a number value, …

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5 Incentives for Call Center Agent Engagement Fonolo

WEBFlexible work and scheduling. Full medical and extended healthcare. Give them a chance to progress. Work hard, play hard. Gamify daily work. Finding the right …

Category: Medical Go Health

Top Contact Center Technology Trends in 2021 Fonolo

WEBThere have already been rapid innovations in call center tech, which will become mainstream in 2021. 1. More secure contact center platforms. The rapid move …

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Leading Contact Center Conferences and Events Fonolo

WEBHealthcare Contact Center Times Conference, June 7-9. Avaya Engage, June 18-21. CCW, June 19-22. . Attending contact center conferences and live events is …

Category: Health Go Health

6 Unexpected Perks of Working as a Call Center Agent Fonolo

WEBChallenging and Engaging Work. Call center work is a fantastic option for individuals who are looking for a challenge! After all, working as a call center agent is …

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8 Tips for the Ideal Call Center Environment Fonolo

WEBHere are some tips to improve your call center environment: 1. Have a clear vision and values. Your team vision and values are great tools to motivate call center …

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Agent Satisfaction is the New Customer Satisfaction Fonolo

WEBThe ones that get agent satisfaction right will be the winners and stand to make a LOT of money. “The most significant trend is the move to remote work and a …

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