Call Reporting Improves Operational Efficiency in Hospitals

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Healthcare facilities are rapidly growing to match the demands of our technology-laden world. The primary goal of a hospital will always remain the same, but the manner in which it operates continually evolves. Because of this, modern hospitals function as a series of contact centers.

At its simplest, hospitals may use hunt groups to transfer calls from department to department. These interactions are akin to an informal contact center. Because a call moves from one line to the next, it is important to track the ring time and abandon rate. These statistics let a hospital know how long callers wait before their calls are answered, as well as how many callers hang-up due to long wait times.

Particularly with hospitals, these calls are of the utmost importance. Losing a call, or leaving a patient on hold can negatively influence the efficiency of a department, or the facility as a whole. Reporting on these hunt groups offers stats and metrics needed to understand each interaction, and improve on customer service.

A more complex example would be scheduling departments. Often times, these departments will be scheduling appointments for more than one hospital. Calls move quickly, and capturing metrics on these interactions allows supervisors to ensure each call is handled efficiently, and effectively.

In either event, the efficiency of a hospital can be improved through the implementation of a call reporting system like Infortel Select. Data captured on response time will increase productivity, and can even result in decreased costs. Couple this with a call recording solution and any hospital can improve operations, as well as monitor actual calls to better coach staff.

Has your healthcare facility utilized call reporting as a method to increase operational efficiency?
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