Inbound call centers are always looking for ways to improve the calls they handle.
They want to lower the inbound call volume they have to handle.
Yes, they want to lower the inbound call volumes of calls that could have easily been self serviced.
They want to handle the complex calls that truly need a human’s help.
Inbound call centers are looking for more accurate routing.
They are looking to have more intelligent routing and would love it if they have the context of the call so that the caller does not have to repeat themselves or repeat the reason why they are calling.
That’s customer service.
The above mentioned self service method is great BUT it has a problem – it is all driven by the phone… and keying in digits via your mobile phone or desk phone.
This is error prone and always a tad confusing.
This also leaves very little room for errors and it is hard to correct errors that one has made.
It is possible to do better than this. It is possible to do better by your patients and other callers.
And that’s possible with visual IVRs with the help of Amazon Connect (plus a few other Amazon services).
This usually also reduces average call handling time by a minimum of 45-60 seconds. (cha-ching.. save money!)
Because the caller does not have to explain themselves to the agent, plus they have already entered most of the complex / detailed information on the web page already.
This means that the agent doesn’t have to key in data and pull up the information as the system has already pulled up most of the information for them before the call even starts.
So, the basic idea of a visual IVR is that it replicates your current IVR with slight modifications:
- You get to keep your current IVR to service your patients / callers. You introduce this option of self service in the IVR and allow the caller/patient to get an SMS or email to continue this self service via the visual IVR web link.
- Your callers can enter a lot more information and correct / delete incorrect data entry on simple mobile web pages – something that they cannot do on IVRs very easily.
- Based on the data entered by your callers, your IVR (Amazon Connect) can do data dips in a HIPAA secure fashion into your EMR or CRM or any other system you might want it to, pull up information to service your patient/caller.
- This in itself might be enough for your callers/patients. If it is not, they can still enter more data and ask more questions to your visual IVR. If they still do not find the answer, they can connect with an agent.
- However, they do not have to repeat a single thing to the agent. The agent has a complete history of everything the caller/patient has done during this entire session, everything about the patient / caller that is in your system(s) and can simply take the baton from there.
Talk about patient experience huh?
Here’s how to get this done:
- Repeat exactly what you have done before (above steps).
- However, as a next step, look at these examples of integrating the SAME thing, in a web application (not very difficult, really) – Integrating with a Web site – Amazon Lex.
- Once you have your chat bot integrated into a web application, what you have effectively achieved is that you have allowed patients and callers to self service themselves. On top of that you have introduced this into the call center IVR itself. On top of this, you have taken away the pain of entering information via the mobile phone (error prone and a tad painful). You have given the patient / caller an option to receive the same options via a text message to be able to experience the same options in a richer, visual IVR manner.
- The patient is super happy to self service themselves using a small, web application that is super responsive. They get their queries resolved and are happy.
- Alternatively, you have also ensured that if the patient’s query is NOT resolved, they can click on a button to call the agent right there, on the web page and the entire call session and the conversation data is passed to the agent CCP window for them to review as they get on the call with the patient to help them out.
That takes customer / patient experience to new heights!