Leveraging the Power of Scripted Call Navigation in a Hospital Call Center

“Easily guiding operators through call processing and data collection”

1Call has hundreds of hospitals using the Infinity call center system to process calls. Many of these users are starting to see the value of using the power of Infinity’s Scripted Call Navigation for intelligent data collection. Similar to using a GPS that guides us to our destination, Infinity Scripted Call Navigation easily guides operators through the entire process of handling each caller’s needs and collecting the data that your organization needs.

Simplified Set Up

Scripted Call Navigation is not only a powerful call processing tool, but it is completely customizable by the user. Starting with the basic scripts that are included, you can add exactly the information they need, such as protocols, detailed up-to-the-minute information, and external database integration that is unique to your healthcare organization. These tools empower you to create scripts on-the-fly or easily modify a script to be more user-friendly for operators and to increase efficiency and reduce errors. The drag-and-drop script elements make it easy for you to master the script creation process and make it as “fancy” as you’d like.

Built-In Scripted Call Navigation Tools

The 1Call Infinity Scripted Call Navigation uses built-in intelligence and one-stop-shop integration tools to give your operators everything they need to process all the types of call they handle during a shift. These tools include:

• Spell checker
• Zip code look-up
• Credit card formatting
• Valid e-mail verification
• On-call and departmental schedules
• Contact methods based on time of day and day of the week
• Free-form palettes
• Web integration
• Data security tools

Easily Create Scripts

In addition to the included scripts, 1Call customers can access a script library, provided by 1Call, to help them easily build the customized navigation scripts they need. Completed scripts can also be uploaded to the library, for use by other 1Call customers.

Uses in a Hospital Call Center

Code calls, physician-to-physician, and patient-to-physician referral are a few of the many examples of call types that are currently using 1Call’s Scripted Call Navigation to streamline call processing, collect pertinent data, eliminate errors, and also keep the customers happy.

When using Scripted Call Navigation, operators only see the information they need to successfully navigate though the particular call they are currently handling. By presenting the proper data to the operators, you reduce the time it would take them to sort though binders, note pads or access external data sources to find exactly what was needed at a particular point during a call. Thus, time is saved, errors are reduced, and operator training time is slashed substantially.

Because of the many benefits, and taking advantage of Web-based Scripted Call Navigation, it’s easy to see how scripts can easily be used – by operators in the call center, online by staff, and even online by patients – to handle needs for other departments in an organization, such as Class Registration, Patient Registration, as a smart forms template and as a general “intelligent” data collection and navigation tool.

Matt Everly is the marketing director for Amtelco’s 1Call healthcare division and can be reached at maeverly@1call.com

Technorati Tags: Hospital call center,operator services,scripted call navigation,hospital switchboard,code calls,AMTELCO,1Call,physician referral,agent call scripting,call branching,inbound call processing,healthcare