Call Center Performance Enhancement and Workforce Optimization: A Case Study by eMotion Healthtech

A UAE-based 200-bed hospital, known for its high-quality medical care, was experiencing operational challenges in its call center department. As the first point of contact for many patients, the call center plays a crucial role in shaping the patient experience and influencing decisions to seek care at the hospital. However, despite the hospital’s clinical reputation, the call center struggled to meet performance expectations, leading to a negative impact on patient satisfaction and conversion rates.

The Challenges:

The hospital grappled with several key issues:

• Inconsistent Service Standards: Lack of a unified service approach led to variable patient experiences
• Low Patient Conversion Rate: Agents struggled to convert inquiries into actual patient visits.
• High Employee Disengagement: Call center staff lacked motivation, resulting in subpar performance and high turnover.

Solutions Highlights: eMotion HealthTech partnered with the hospital to implement a holistic approach to transform their call center through targeted training, service standardization, and performance management. Three key initiatives were introduced:

1. eMotion Healthcare Call Center Excellence (HCCE) Workshop: 32 employees, including call center agents and medical tourism officers, attended the HCCE workshop, which focused on enhancing their skills and knowledge. The workshop provided comprehensive training on effective communication, problem-solving, sales techniques, and customer service best practices.
2. Workforce Optimization and Responsibility Redistribution: Introduced an appointment confirmation system using IVR technology to replace manual confirmation processes, automating routine tasks and freeing up agents to engage in more meaningful patient interactions, thereby optimizing resource utilization.
3. Coaching on Performance Evaluation and Recognition: Department managers received coaching on implementing structured performance evaluation systems. A rewards and recognition program was also introduced to acknowledge and incentivize outstanding employee performance, fostering a culture of excellence and motivation.

Key benefits: The implementation of these initiatives resulted in remarkable improvements in both patient experience and call center performance:

• 29% Increase in Patient Conversion Rate: The call center saw a significant rise in the conversion of inquiries into actual patient visits. Agents were better equipped to engage with callers, effectively address their concerns, and ultimately convince them to choose the hospital for their medical needs.
• 37% Increase in Patient Satisfaction Scores: Following the launch of the eMotion HCCE Program, the overall patient satisfaction scores related to the call center saw a substantial improvement, highlighting the positive impact on the patient experience.

Through a combination of focused training, service standardization, and performance coaching, eMotion HealthTech successfully transformed the hospital’s call center department, improving both patient outcomes and employee engagement.

To learn more about how eMotion HealthTech can help enhance your organization call center performance, contact us at [email protected] or visit www.e-motion.ae.