技术
- 自动化与控制 - 电力驱动与控制
适用行业
- 医疗保健和医院
适用功能
- 质量保证
用例
- 需求计划与预测
- 时间敏感网络
服务
- 测试与认证
- 培训
关于客户
帝国理工学院医疗保健 NHS 信托基金是英国最大的信托基金之一,每年在伦敦西北部的五个繁忙地点为约 150 万人提供急症和专业医疗保健服务。该信托基金的中央预约门诊、入院和总机团队位于一栋大楼内。仅总机一项就平均每天处理 11,500 次交互。然而,由于电话波动和各个部门各自为政,该信托基金难以有效管理患者联系,经常导致超过 800 个电话无人接听。
挑战
帝国理工学院医疗保健 NHS 信托基金是英国最大的信托基金之一,在管理其中央预约门诊、入院和总机团队的患者联系方面面临着重大挑战。该信托基金每年为伦敦西北部五个繁忙地点的约 150 万人提供急症和专业医疗服务。仅总机一项就平均每天处理 11,500 次交互。然而,电话波动和部门孤立导致难以满足日常需求,有时会导致超过 800 个电话无人接听。这些未接来电不仅意味着失去了释放有限临床资源的机会,而且还导致了大量的失败需求。该信托机构需要一个联络中心解决方案,使他们能够更有效地管理患者联系人,提供全渠道数字服务,而无需额外增加人员。
解决方案
帝国理工学院医疗保健 NHS 信托基金实施了全渠道联络中心解决方案 Liberty Converse,以更有效地管理患者联系人。该解决方案通过授权代理“拥有”并提高绩效来推动持续改进。主管听取通话录音并通过培训维持质量标准。患者服务中心主管管理由 20-50 名客服人员组成的大型团队并监控呼叫队列,无论是现场还是远程,都能即时了解整个团队。每个代理都使用活动代码,因此他们可以进行更改或吸引更多具有适当技能的代理。对于门诊患者来说,当排队人数达到一定水平时,呼叫者会收到回电,有助于减轻客服人员的压力并主动与患者联系。作为一项完全数字化的服务,客服人员可以在任何地方工作,提供注重质量的服务。座席使用单个仪表板查看各种指标,包括应答呼叫的数量、呼叫重定向、放弃的呼叫及其百分比、当前平均等待时间、当前最长等待时间、呼叫等待以及主管是否可以立即授权/建议。
运营影响
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