Automated workforce management software can deliver an abundance of data to a healthcare call center, and all of it can be useful.
But which metrics are most important? According to this ICMI article, many call centers prioritize data based on what it can do to lower operating costs. But in a healthcare call center, it is more important to review metrics that impact customer experience. In many situations the call center plays a role in patient care, so every effort must be made to handle calls quickly and to have agents that are qualified to listen and make appropriate recommendations.
How do you know how well you are doing? Patient surveys can help. This information can be collected either right after the call, or at a later date with questions sent through the mail. The feedback you receive is the most direct assessment available of your call center operation.
Quality management and call scoring can also play a role in customer and patient service measurement. Where is your business succeeding, and which areas could use some improvement? You’re not just looking for trends here, but the root causes that created those trends. Once you identify the problems, you can begin to design solutions.
According to the ICMI article, all of this is easier to do if you “invest in the right systems and processes.”
Is Monet WFM Live the right system for your healthcare call center? Our WFM and call recording solutions have been successfully employed by many call centers of all sizes in this industry to collect and analyze customer satisfaction feedback, and to link data points together across the contact center spectrum. Thus, managers always have specific analytics on every aspect of patient interaction, along with a “big picture” view of how all the moving parts are – or should be – working together.
Read More About Prioritizing Healthcare Call Center Data
How workforce management is defined may depend in part on how it is employed within a specific industry.
Wikipedia provides us with a starting point: “In many markets and industries, workforce management is all about assigning the right employees with the right skills to the right job at the right time.”
This definition certainly applies to healthcare contact centers. One of the primary goals is to have the right number of agents with the right set of skills available at all times to provide efficient customer and patient service.
In this case workforce management describes not just the goal, but also the best means of achieving it.
One of the most important responsibilities of a healthcare call center manager is to accurately anticipate the types and volume of calls expected within a certain day, or even hour-to-hour. This can be accomplished through the historical call center data collected and analyzed by an automated WFM solution. With precise predictions in hand, the manager thus creates a forecast and schedule to meet demand.
Historical data, along with call recording, can also be used to review agent performance, which helps with finding the right mix of agents for each shift, and for coaching and training purposes.
How should you choose a WFM solution for your healthcare call center? The right choice will be one that delivers accurate call volume forecasting from historical data and ACD integration, flexible schedule creation that incorporates foreseen and unforeseen variables, agent exceptions, intra-day changes to both forecasting and scheduling, and performance management reports. In other words, everything you need to keep your business running at optimal efficiency.
Read More About Defining Workforce Management for Healthcare Call Centers
In several previous blogs we weighed the benefits and drawbacks of a
cloud delivery system vs. on-premises hardware and software
installation. However, while these examinations focused on an
“either-or” scenario, there are many call centers now employing a
combination of the two options.
This is especially true with Automatic Call Distribution (ACD). Some
contact centers have jumped on hosted ACD or a cloud ACD system,
recognizing the efficiency advantages of skill-based routing of incoming
calls. The cloud system is particularly beneficial for contact centers
with a decentralized workforce, as they can be connected to the system
from home or anywhere without additional hardware installation.
However, if a contact center is employing an ACD system without a proper
planning of an overall cloud strategy, it may be missing out on the
cost and convenience benefits gained from a more comprehensive cloud
Many traditional on-site WFM and WFO systems might not take full
advantage of hosted or cloud ACD. When all of these vital functions are
planned and handled based on on a complete cloud solution model, the
result is a more simplified, streamlined operation, lower costs,
improved reliability and scalability, and 24/7 security and management.
Monet’s WFO Live,
for example, incorporates workforce management tools to improve
scheduling and service levels, call recording capabilities for
compliance, and quality assurance to help managers better evaluate the
performance of their agents and the call center as a whole. All of these
functions deliver the data that makes automatic call distribution more
From forecasting and exception planning to call tagging, reporting and
analytics, WFO Live is a one-stop source for call center efficiency,
accessed through the cloud for better convenience and lower upfront
If you have questions regarding an overall cloud strategy for your contact center, please feel free to contact us. We are happy to share our cloud expertise.
Read More About Hosted ACD in the Cloud – Now What?