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How Speech Analytics Improves Patient Experience

March 06, 2018 by Morgan Pulitzer - Last Updated: May 25, 2018

speech analytics improves patient experience

The world of healthcare is perpetually evolving, as doctors and scientists discover new ways to do what was once deemed the impossible in medicine. Yet for all these advancements, there is one arena in which healthcare tends to fall behind: customer care. A survey showed healthcare was the 3rd worst industry when it comes to customer service, beating out only government services and telecommunication companies [1]. Improvements clearly need to be made, and the first place to start is in the contact centers.

People call healthcare contact centers for a variety of reasons, such as making inquiries into their physical well-being, setting up appointments, and making payments.  And more often than not, these people are under a great deal of stress and looking for assistance.  That’s why it’s so important to ensure contact center agents are knowledgeable and helpful when they speak with callers.  But trying to manually listen to all conversations can be tedious and time consuming for supervisors, and can only account for about 3% of interactions [2].   This is where a call monitoring solution like speech analytics can be of great help.

How Speech Analytics Improves Patient Experience With Better Admissions Agent Training

With speech analytics, contact center supervisors can scan thousands of phone conversations for specific words and phrases, and converting them into easily searchable texts.  This allows supervisors to effortlessly see exactly where their agents may be struggling with regards to customer interactions.  Speech analytics gives supervisors concrete tools and samples they can use in coaching sessions, especially when they are teaching agents the best ways to convey empathy or solve problems in a more timely manner.  Also, since healthcare is a highly regulated industry with incredibly strict standards, speech analytics can help supervisors ensure agents are completely adhering to script compliance.  They can even use agent scorecards to gain an even more accurate view of agent performance, and provide invaluable feedback that benefits both the agent and the caller.  And speech analytics can help supervisors take a more informed look at business processes and see if there are improvements that can be made to benefit both the callers and the agents.

It is vital to remember that the person answering the phone in the healthcare industry also plays a key part in the caller’s well-being.  After all, while callers do want their health issues to be addressed, how they are treated as people overall is important, as well.  Speech analytics can help contact center agents provide better assistance and better patient care, thus enhancing the overall customer experience.

Sources:

  1. https://www.forbes.com/sites/niallmccarthy/2015/03/04/these-are-the-industries-with-the-worst-customer-service-infographic/#5b50941630e2
  2. http://futurehealthcaretoday.com/analytics-based-coaching-can-improve-health-services/

 

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