The Benefits
Along with reliability, resilience and cost-effectiveness, the new telephony system’s backend reporting has been transformational. From a legacy system with little to no reporting capabilities, the new system delivers crucial call data so they can understand, measure and track call volumes, peak times, and traffic routes. That key information is now being utilised to forecast requirements, dictate staffing and identify associated resource, and this analysis has enabled the team to look strategically at how they structure the organisation going forward.
Issues with dropped calls and patients receiving an engaged tone which had previously been invisible became instantly apparent. An IVR solution was installed, and the same reporting quickly indicated the scale of the benefit it delivered. Calls were now being queued and answered instead of frustrated patients abandoning calls following a poor contact experience. Patients can easily connect to their chosen practice, and the team has the autonomy to make real time changes to the set-up configuration to overflow or divert calls between practices when staff are unavailable.
The billing mechanism has been greatly simplified saving time and resource, and Maintel’s ICON Portal provides improved visibility when any issues arise, allowing the team to closely monitor the response.