3 Key Healthcare Call Center Metrics to Monitor and Improve Quality of Care

Metrics to Monitor

In today’s healthcare system, call centers are providing a crucial service to patients and healthcare professionals alike. Call centers are responsible for not only responding to customer inquiries but also managing potential issues, booking appointments, and providing many other services. As such, it is essential to monitor and improve the quality of care that medical call center agents provide. To do this, it is important to track certain metrics that are indicative of a high-quality call center experience. Here are three key healthcare call center metrics that organizations should consider when evaluating their performance.

1. First Call Resolution

First call resolution (FCR) is a metric that measures the ability of a healthcare call center to resolve customer inquiries on the first call. To calculate FCR, the number of customer inquiries that were successfully resolved on the initial call should be divided by the total number of calls received.

A higher FCR rate indicates that the call center is providing an efficient, high-quality service to its customers. You may also learn how to use healthcare call centers to provide a better patient experience so that you can deliver the best care to your patients. Additionally, increasing the FCR rate can help to reduce costs associated with repeat calls and unnecessary call transfers.

2. Average Handle Time (AHT)

Average handle time (AHT) is a metric that measures the average length of each call handled by the healthcare call center. AHT is an essential indicator of the efficacy and value of the service provided by the call center. It should be monitored closely to ensure that calls are not going over the specified time limit and that callers are receiving sufficient assistance. By reducing AHT, healthcare organizations can improve both customer service and operational efficiency.

3. Customer Satisfaction (CSAT)

Customer satisfaction (CSAT) measures the level of satisfaction that customers have with the service they receive. This metric is typically measured through surveys that are sent out to customers after their call has been completed. Surveys can ask questions about the overall experience, timeliness of help provided, whether or not the customer’s issue was resolved, and more. Lastly, customer satisfaction can be used as an indicator of how successful the call center is in delivering on its goals.

To Sum It Up

Monitoring and improving the quality of care provided by healthcare call centers is essential for providing a better patient experience and reducing costs. By following these 3 key metrics — first call resolution, average handle time, customer satisfaction, abandonment rate, and transfer rate — healthcare organizations can gain valuable insights into the performance and effectiveness of their call centers. With these insights, they can take the necessary steps to improve customer service and operational efficiency.