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Reducing Talk Time Through IVR Self Service – Healthcare Call Center Times

The Contact Center at Henry Ford Health System handles approximately 3.7 million inbound calls a year. With that many calls, reducing talk time by just a few seconds per call can have enormous implications for staffing. Yet, it is critical for the interaction with the caller to be completed in such a way that the caller has all his or her needs met and does not feel rushed.

This article was originally published in Healthcare Call Center Times.

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