Effective call management saves time and labor costs. 1Call’s automatic greeting, voice-activated menu navigation, and directory assistance technology can efficiently assist callers before they even speak with a live operator, and has shown to reduce the number of calls an operator receives by up to 40%.
Automated queue announcements inform callers of the estimated time it will take for their call to be answered and offer a choice to hold or be called back via caller ID or another number. When connecting to a live operator, solutions that incorporate artificial intelligence, utilize caller data and behavior to predict the needs of the caller, auto-fill information, and present that information to the operator to expedite calls.
Additional tools that improve call flows include text-to-speech and speech recognition software to more easily communicate with callers. Secure, smart messaging enables clinical personnel to contact each other without involving an operator, and smart check-in gives them control to change their status and contact preferences. These tools are also web and mobile-enabled.