The emphasis on customer care pervades every sector of our industry. We have just finished a pilot of Call Recording and Call Analysis (SCAN) for an NHS hospital. They deal with thousands of patient calls every week and were keen to understand and improve the patient experience they were providing in conversations which, by their nature, can be difficult.
We reviewed appointment rescheduling calls against a pre-set scoring matrix of technical and interpersonal skills, by individual within the contact centre. We wanted to help the hospital to understand what they were good at, where the problems were and whether those problems related to certain individuals, or whether they were consistent across the whole contact centre indicating a wider training problem in specific areas.
We measured the contact centre over three distinct time periods, reporting back each time highlighting the good and the bad, and providing recommendations for quick wins. The hospital reacted very positively to our proposals and have as a result changed some of their call handling strategies to significantly improve their customer interaction, especially in relation to interpersonal skills and in making the patient feel like a valued individual rather than just a number.
We were also able to help with identifying individuals’ training needs which has increased performance and improved morale in the department as a whole.
I guess most importantly, the hospital really valued our SCAN service, which is always good to hear.
Written by Gareth Thomas | Managing Director