A significant HealthCare supplier drew in Pointel to build up an assortments voice self-service solution to connect proficiently and successfully with their clients about past due amounts. Pointel’s voice self-service solution assisted with bringing down operational expenses, increment productivity and gather more dollars. This solution additionally opened up agents to work on more records and thusly gathers more dollars.
A Major HealthCare provider
Pointel’s voice self-service solution
Business Challenge
Collection Organizations inside the enterprises and collection offices are continually compelled to gather more with less staff. For this situation, the HealthCare Provider was seeing approaches to improve operational effectiveness of the collection contact center and empower agents to work on more records. On Analysis, the accompanying business challenges were distinguished.
Agents spend about 25 to 40 seconds leaving messages on customer's answering machine
Customers did not have 24x7 accesses to the collection systems. Customers were forced to call during business hours
A significant number of the inbound calls were from customers whose accounts were closed for various business reasons
Agents spent a good percentage of the talk-time validating the customer information for HIPPA regulations
Pointel Solution
Pointel with its numerous long stretches of involvement with actualizing contact center solutions fabricated a voice self-service solution that tended to all the above business challenges. The solution was worked to use the current heritage collection framework. Since the inheritance framework was utilized to produce the solution, all the current business rules were safeguarded. This solution was versatile to add extra voice self-service applications with zero effect on the current applications and framework.
“Pointel has been the most effective seller who has met and outperformed our expectations. They conveyed precisely what we needed and what they vowed to convey. Pointel solution empowered us to get ROI sooner than our unique assessment. The project was delivered on time, on budget without any time delay.”
Key Features
Intuitive, User-friendly and easy to use self-service solution
Automatically left personalized messages on customer's answering machine. This freed up agent to work on live customer and collect more dollars
Savings on this feature alone was estimated to be over 3 FTE per year
Solution was built on standard java based tools to leverage existing web and legacy infrastructure
Solution supported multiple languages (English and Spanish)
Solution automated HIPPA verification and enabling agents to focus on collection. This also reduced the average handle time
Closed accounts were handled automatically through self-service
The following were some of the highlights of the self-service solution
- Ability to listen to account balance, next installment due date and hospital visit details
- Ability to pay the balance by credit card
- Ability to pay the balance by check
- Ability to promise payment
- Ability to get mailing address
Survey revealed that customers were more comfortable using self-service for making payment through credit card and check
Ability to transfer the caller information with the call, so that the agent has all the information before him to handle the call most efficiently
Ability to see detailed reports by division, date and individual activity
Robust architecture to leverage existing infrastructure and guarantee maximum high availability
Flexible application design to handle exceptions and route the call to most appropriate agent
Ability to audit self-service activities for each call.
Flexible Customer Access
Clients had the option to get to the system 24×7 from anyplace and whenever. The quantity of calls replied without help from anyone else service during non-business hours brought about diminishing of incoming calls during the business hours. This straightforwardly improved agent’s efficiency by empowering them to deal with more accounts during peak collection times.
Reduced Operational Expenses
- Reduced exchange costs by utilizing self-service to give clients capacity to listen and make payments. 30% of the incoming calls were finished in the self-service framework as per the general inclination of the client.
- Decreased normal handle time by doing HIPPA check on the self-service framework.
- Decreased service times by routing the call brilliantly to the most informed agent.
- Improved operational proficiency via consequently playing a redid message on the client’s answering machine.
- Improved proficiency by sifting the calls. Closed accounts and informational calls (Like due date and due amount, mailing address) are consequently taken care of by the framework.
Expanded Customer Loyalty / Increased Customer Satisfaction
Expanded consumer loyalty by preparing payments utilizing the most elevated level of security.
Upgraded consumer loyalty by transferring the call with the information entered into the framework, so that the caller doesn’t need to rehash all the data.