Human Interaction in the Call Center

Getting Back Your Valuable Time

In a world of work where being “overworked” is increasingly the norm, automation and AI may present themselves as the obvious fix to some. In desperation to keep all the plates spinning, automation can be more of a loss than a win if it’s not used with the right intention. As with most things in business, if you forget customer experience, you’re leaving money on the table.

According to an article from Medcitynews.com, over half of complaints about online health services were about poor communication. Poor communication experiences could stem from several factors:

  • Long waiting times
  • Extensive or convoluted phone menus
  • Overworked staff unable to deliver a good customer experience

Wait Times Alienating Callers Before You Can Pick Up the Phone

Call centers are often flooded with calls, ringing with members behind the line hoping to schedule a ride they definitively need. The challenge is serving members in a timely matter while juggling other pressing tasks simultaneously. A Time article co-written by several medical professionals offered helpful insight into work-life post-COVID emphasizing the struggles in healthcare:

  • Rising turnover forcing the hire of temporary health professionals
  • Fluctuations in demand
  • Evolving appreciation for work-life balance

One of their solutions hits home for us at Momentm, emphasizing the need to re-engineer our processes to better suit our needs.

Invest in Software that Prioritizes You

Investing in new software may seem like a strange move for facilities struggling with finances, the long-term benefits outweigh the short-term struggles. While the article from Time was more focused on the “on the floor” staff in healthcare, call centers experience a lot of the same overwhelming pressures of offering quality care to members. When you implement a new software – like NovusMED – you will see happier employees, greater retention, and the ability to attract new candidates because of the time given back to you.

A key asset to alleviate call volume is the implementation of a self-service portal for members. There is nothing more frustrating than waiting on hold, hearing the elevator music repeat in your ear, just to receive bare minimum service. One could argue that, given the opportunity to book trips yourself, most people would take it.

NovusMED’s online self-service portal can assist members to book their own trips, track their rides, and reduce wait times as members do not have to wait on hold. Call centers are no longer flooded with calls but are given more time to work on more critical tasks. At the end of the day, overworked staff are unhappy staff, something that no one wants or needs.

Everyone is Happy

It is no secret that people do not like to be stressed at work. The overwhelming environment that a call center can have ultimately disrupts their work-life balance. Implementing software to accommodate for their stressors can:

  • Better job performance
  • Increase job satisfaction
  • Increase organizational commitment
  • Increase life and family satisfaction

While we can’t solve the world’s problems, we should do what we can to make call center staff’s lives easier. With every problem, there is a solution, and investing in software that prioritizes you can be that solution. Customers who interact with a call center employee that they perceive as friendly are now 4.4 times more likely to do business with you. If you’re looking for further solutions, we recommend looking to your staff first, but if you’re considering more sophisticated automation for your call center, we would be delighted to talk with you.

Aya Bazzi

Aya Bazzi, Marketing Outreach Specialist, brings a fresh perspective to the Non-Emergency Medical Transportation (NEMT) industry. With a background in multi-media communications and content writing, Aya is passionate about creating innovative strategies to enhance customer engagement that resonate and empower diverse audiences in medical transportation.

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