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.
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