Healthcare Tech Company Consolidates IVR Service

Healthcare Tech Company Consolidates IVR Service, Creating an Estimated 20-30% Reduction in Call Handling Time

Situation: Too Many 800-Numbers, IVRs, & Transfers

An independent healthcare technology company was growing in leaps and bounds. With every new business acquisition, it added more toll-free phone numbers to its customer service portfolio, and each new batch of numbers was backed by a different IVR technology and support process. With disparate systems, contact center agents had to transfer callers multiple times. The result was frustration on every front—agents, physicians, payers, and members were advocating for better service. As a result, executives were under pressure to quickly define the scope of the problem and execute on a consolidated IVR service strategy that would assign ownership, deliver superior experiences, and lower costs. Demonstrating knowledge of the healthcare payer and provider market, EPIC experts presented deep IVR expertise and concepts for a best-inclass solution. The veteran consultants were hired to inventory and assess the situation, then deliver a single IVR flow with a prioritized roadmap that would outline immediate steps, near-term plans, and additional long-term strategies.

Results: An Efficient Enterprise-Wide IVR Platform

Based on information provided during the assessment, EPIC estimates the client results as follows:

The consolidated IVR flow generated efficiency gains across the contact center and greatly improved both the customer and agent experience, reducing the call handling time by 20-30%.
With an enterprise-wide IVR platform, the healthcare company was able to simplify processes, reducing frustration and redundant systems:

  • Integrated CTI screen pop features provided agents with the information they needed to offer the best service possible
  • Visibility into call volumes and IVR reports increased accuracy and decreased management/maintenance time and costs

 

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