The Challenge
Two years ago, the health system’s call center was growing at a rapid pace and was experiencing an increasing volume of calls that the current call center infrastructure could not adequately support – making it challenging to provide their usual high level of service to its patient population. The call center was in need of a centralized scheduling solution that could be easily scaled as the organization continued to grow both in number of agents and number of incoming calls.
In addition to a higher volume of calls that required a nimbler telephony solution, the call center also lacked real-time insight on calls and service recovery. The lack of real-time, easily accessible data for the call center’s performance limited the ability to improve overall patient experience in today’s digitally transformed healthcare system. The healthcare organization was in search of a new call center solution that could provide valuable insight to help the organization analyze and improve its level of service and quality of care.
The Solution
At the end of 2017, the organization began the search for a new contact center solution that could provide robust data to inform service recovery and allow for further growth of the call center in the coming years. The organization was drawn to Revation’s flagship call center solution, LinkLive, because of its ability to scale to the growing needs of the call center. Additionally, the health system was specifically interested in LinkLive’s Measuring Monitoring & Planning (MMP) platform that provides easily digestible, real-time granular data to give insight to the service level of the call center at any point of the day.
The health system went live with Revation’s LinkLive multimedia call center solution in April of 2018. The LinkLive call center solution provides the health system with secure, HIPAA-compliant and Health Information Trust Alliance (HITRUST) Common Security Framework (CSF) certified unified communications that have enabled the organization to better serve its growing patient population. Revation’s LinkLive replaced their existing telephony solution and blended it into one single, easy-to-use, contact center solution that improved and centralized patient scheduling while increasing the efficiency and effectiveness of their call center agents.
In addition to implementing the LinkLive, the health system also began utilizing Revation’s Measuring, Monitoring & Planning (MMP) platform, which provides contact center agents and supervisors with a variety of tools to measure call center statistics, monitor agent performance and plan scheduling for peak call times. They implemented the Measuring, Monitoring & Planning solution to gain a deeper awareness of call center service levels to better equip their agents to enhance the patient experience.
The Results
The Contact Center Director states that LinkLive has enabled call center management to drill down to the agent level and view the number of sessions each agent is handling per day, perform quality assurance (QA) and offer better training and support to agents to improve the level of service patients experience. The call center now has more control over their day to day operations since using LinkLive and the process of on-boarding new agents as they continue to expand has been simplified and streamlined.
“Before using LinkLive, our pain points were becoming too painful. Our call center and its volume were growing too fast and our previous technology was unable to support our increasing needs. Now, Revation’s LinkLive technology handles every session that comes into our call center from beginning to end. The level of control that I now have over my operation since using the LinkLive call center solution has significantly increased,” said the Contact Center Director.
After implementing Revation’s LinkLive cloud-based unified communications solution, the call center has notably improved the percentage of calls that are dispositioned (now at 95%) as a result of having real-time call center data available to management throughout the day with the Measuring, Monitoring & Planning portal. The MMP platform has increased the organization’s ability to perform immediate service recovery – resulting in more satisfied and healthier patients. With the Measuring, Monitoring & Planning portal, each call that comes into the center is represented as a bubble with an active link on the charts/graphs display, which allows management to quickly view statistics for a specific call (patient wait or hold time) and even directly links them to listen to the audio of the call.
The real-time reporting that the LinkLive solution suite provides has given the call center agents the ability to perform continual process improvement while also providing a much more acute awareness of the patient experience from start to finish. Because of LinkLive, the call center can better engage with patients in real-time while gauging the patient’s satisfaction with that experience throughout the entire interaction.
“Before working with Revation Systems, we lacked real-time service level specific data. The way the data is displayed in the Measuring, Monitoring & Planning (MMP) platform is extremely helpful and has helped us gain a more acute awareness of what the patient is experiencing with an agent from start to finish. The MMP platform gives us the ability to do continuous process improvement to ensure that we are always striving to enhance and improve the patient experience,” said the Contact Center Director.