2015 contact center trends: the evolving role of operators
TRANSCRIPT
2015 CONTACT CENTER TRENDS: THE EVOLVING ROLE OF OPERATORS
THE FUTURE OF CUSTOMER
INTERACTION
SOLVING TOMORROW’S
PROBLEMS WITH A SPOK CONSOLE
SOLUTION
AGENDA
MARKETPLACE TRENDS
IMPROVE CUSTOMER SERVICE
95%of customers who had a bad experience will tell someone about it.
• 86% of customers stop doing business with a company due to poor customer service
• 59% of consumers will switch brands due to poor customer service
• 95% of consumers will repeat business based on good customer service
BUSINESS PROCESS AUTOMATION
42 SECONDSAverage increase in average speed of answer time when agents use 4 or more applications to handle calls.
Metric Agents using one in-call application
Agents using four or more in-call applications
Average Speed of Answer
16 Seconds 58 Seconds
Average Call Duration
4m 38s 6m 1s
Call Abandonment Rate
3.2% 5.5%
Increased Training Time
Increased Attrition
Increased Errors
Lower customer satisfaction
SELF SERVICE
1 BillionConsumers worldwide will have smartphones by 2016
• Gartner: This year at least 60% of consumers will opt for mobile customer service before other options
• IVR integration accounts for over 27% of total customer experience
• The number of consumers preferring automated self-service has doubled to 55% in the last five years
HEALTHCARE TRENDS
• Increased Consumer Choices• Patient Healthcare Shopping
Affordable Care Act
Impact to Hospital Contact Center
• New questions from customers regarding procedure pricing
• Contact centers fielding questions about insurance plans
HEALTHCARE TRENDS
• Reduce Operating Cost• Increase Range of Offerings
Hospital Consolidation
Impact to Hospital Contact Center
• Need to support many different locations from both centralized and decentralized contact centers
• Procedures vary based on location and former affiliations
• Must support customers across different messaging and PBX technologies
HEALTHCARE TRENDS
• Insurance Partnerships with ACOs• Health Plan Influence on Cost of Care
New Care and Payment Models
Impact to Hospital Contact Center
• More demand for lower-cost nurse triage services
• Increased usage of post follow-up calls to reduce hospital readmission
SPOK® CONSOLE SUITE
SPOK HEALTHCARE CONSOLE: THE HUB OF CRITICAL COMMUNICATIONS
SPOK HEALTHCARE CONSOLE: THE HUB OF CRITICAL COMMUNICATIONS
HEALTHCARE OPERATOR CONSOLE: KEY FEATURES
• Automates phone interaction
• Allows all calls to be handled from one screen
• Consolidates contact information
• Patient data via HL7 interface to HIS/ADT system
• Messaging to many types of devices (including mobile)
• Integrated on-call scheduling module available
• After-hours call handling
• Patient transfers
• Critical code calls
• Audit trail
A TRUE HEALTHCARE CONSOLE
• Designed to meet the specific needs of healthcare organizations
• Many offerings are “generic” telephony console applications
• Spok offers what your hospital needs
– Patient data integration (HL7)
– On-call scheduling tools
– Integration with smartphone messaging and paging systems
– Reducing internal “dial 0” calls
– Enterprise interface for scheduling, directory, and messaging
SPOK CONSOLE OVERVIEWColor-coded electronic directory allows easy identification of patients, doctors, staff, departments, etc.
Messaging to a variety of devices
Additional information easily accessible
Speed dials allow one-click transfer to frequently used numbers
VIEW AND EDIT ON-CALL SCHEDULES
Contact center solutions include PBX integration, directory database, call handling, routing, rules engine and application modules
SAMPLE OPERATOR WORKFLOW
ER nurse detects heart attack and calls hotline
Operator initiates ‘Code Blue’ protocol and kicks off notification System determines ‘Code Blue’ team members, including on-call members
Operator resolves any exceptions
Caregivers rally quickly to help patient
Full audit trail tracks performance
Staff are automatically contacted on preferred device
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EMERGENCY PROCEDURES
Easy-to-use emergency procedures walk users through critical high-pressure tasks
WEB SCHEDULING AND DIRECTORY
• Offers both information input and access
• Integrates with console database used by operator group
– Changes made in one system are immediately visible in the other
• Integrates with Paging Gateway
– Messaging portal for Spok Mobile™
• Browser-based tool for viewing and editing on-call schedules
– Designed with simplicity in mind: displays on-call schedules in intuitive format
FEATURES
ON-CALL SCHEDULING
Departmental View displays on-call schedules for each individual department in a calendar format
INTEGRATION WITH SPOK MOBILE
Spok Mobile integration lets you use the Spok Healthcare Console to send messages to smartphones
Accepted: Message has been received by Spok Mobile Queued:Message is queued for deliveryDelivered: Message received by Spok Mobile device client
SIMPLE SPEECH FLOWBASIC TRANSFER FUNCTIONALITY
Enhanced Transfer
Good morning, welcome to Spok, who would you like to talk to?
Current status for … is at desk, please choose from one of the following: extension, cell phone, pager, home …
Please hold
Say person’s name
Extension
Your call is now connected
Patient Directory
Please say the first and last name of the patient you would like to contact.
Say person’s name
Please hold
Your call is now connected
ADVANCED SPEECH FLOWSPECIAL FUNCTIONALITY
On-Call
Please say the name of the department for which you would like on-call information.
Say department name
Current person on-call is … Would you like to page this person?
YesEnter callback #
The person has been paged
TRENDS + SPOK CONSOLE SUITE
Improve Customer Service
• Reduce average handle time• Reduce average speed of
answer• Reduce abandon rates• Increase information accuracy
Business Process Automation
• Automate code calls• Reduce mistakes• Consolidate on-call schedules
Self Service
• Web directory and messaging• On-call schedules maintained
by departments• Speech directory and
messaging
Affordable Care Act
• More information available to operators
• Direct callers to appropriate resources
Hospital Consolidation
• Standardize procedures• Operationalize common
activities• Consolidate directories
New Care and Payment Models
• Answering service capabilities• Full audit trail of activities
LET’S GET IN TOUCH!
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