Understanding Why Patients Call
Achieved by enabling you to define how each and every call is handled. Enabling intelligent routing to take place at the network level and ensure that every enquiry is routed to the right person and dealt with at the first point of contact.
Intelligent Call Routing
Ensures that every call is answered professionally and delivered to the right person to deal with that patient’s enquiry at the first point of contact.
Introduce Shared Services
Taking the pressure and workload out of departments and handling generic enquiries within a patient focused shared services team.
By using the capabilities of Cirrus to apply technology to automate tasks such as on-call contact, appointment confirmations and patient self-service.
Drive Quality & Productivity
By gaining insight on how you are serving these calls and the experience you are delivering. This enables you to continually evolve services to maximise resources and deliver the best possible service.
Who This Would Best Suit
Hospitals dealing with many patient calls across many departments
Healthcare providers looking to deliver a quality service for the best value for money
NHS Trusts that provide a range of services across many locations
The Value Delivered
By not only identifying gaps in agent skills but where your processes are not supporting the desired customer experience and being able to quickly address these.
Improved Customer Experience
By understanding what the customer wants and the customer’s perception of the service you deliver and using this to drive continuous service improvement.
By enabling you to experience what the customer experiences from your contact centre and identify what you do well and what you do not do so well.
With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to search for the appropriate call and to play, pause and rewind as required.