Why is INBOX a solution to Call Center problems, and also delivering better results at lower costs?

Photo: Brett Jordan

Call centers and their traditional means of communication have become synonymous with long waiting times, poor communication, and unsatisfied customers. With new technology and innovation, however, ways of fixing the existing problems with call centers are on the horizon. Much like in any other industry, communication with customers is crucial and in healthcare, proper communication with patients is the top priority for clinics. Let's see how clinics can utilize innovative solutions through new, digital channels such as virtual health assistants provide solutions to call center problems and allow for better results at lower costs.

The existing problems with the call centers

Call centers are there to answer any questions customers might have or schedule appointments, reschedule them, etc. Ideally, call centers have a constant flow of traffic through their communication channels but this is not the case in real life. In the healthcare industry in particular, with the expanding number of patients, call centers cannot achieve their optimum performance and that is when problems begin to occur.

• Long waiting times - A major problem with traditional call center channels is long waiting times caused by an influx of patients in combination with the lack of call center agents. Patients are frequently put on "hold" with music playing in the background until an agent is free to answer.

• Lack of training and expertise for call center agents - Training agents for a call center takes time. The agents also need time to gain experience and expertise within their field of work. This means that more often than not, call center agents are not able to give proper and timely responses to patients' questions.

• Traditional call center channels can be costly. Setting up a full-functioning call center with a ton of agents takes time and, of course, costs a great deal of money. It is a time-consuming process as well and with all of the potential problems that go with call centers, it is easy to see why they are no longer the most cost-effective channels of communication with patients.

Implementing new AI solutions - How can Eniax Inbox help?

In the age of digitalization, AI plays a crucial role in enabling industries to move forward, innovate, and bring new services that will make things easier and more manageable. This is also true for healthcare. Many clinics around the globe are adopting new solutions in the form of AI. The Eniax team has pioneered this new age with the virtual health assistant called Patricia, a natural language processing AI capable of delivering many new services for patients and health clinics around the globe. After perfecting services such as confirmation of hours, medical blocks, preventive campaigns, absent patients, and many others, Eniax is introducing a new service called Eniax Inbox.

Eniax inbox as a new service has as its main goal to improve patient communication further, setting new standards of quality for engagement and communication but also lower costs and improving indices. Using different, written digital channels, Patricia as a virtual assistant will now be able to receive questions and inquiries regarding exams and scheduling appointments. This will help medical clinics address many of the already existing problems with call centers. Let's take a closer look.

Eniax Inbox - Advantages over traditional call center channels

Addressing the existing problems of call centers is one of the best ways to improve communication with patients. Eniax Inbox helps medical clinics by taking in the majority of patient inquiries. With this service, patients no longer have to endure long waiting times to get the answers to their questions or medical inquiries. If Patricia does not have the prepared answer, it will refer the patients to an agent and learn from that specific interaction how it can improve its communication next time the same topic or question arises. If a patient cannot receive the needed information instantly, Patricia will send a notification with an approximate time when that patient can expect their problem to be solved. This helps patients avoid having to call multiple times and go through different agents only to then find out they will have to wait anyway for their inquiry to be processed and answered. Eniax inbox, however, does so much more.

• Reducing the number of calls to call centers. To increase the flow of conversation with patients, Eniax Inbox takes in, as mentioned above, the majority of the patient inquiries and this helps reduce call center calls by up to 60 %.

• Optimization of written digital channels. Eniax Inbox fully utilizes and promotes the efficiency of different contact channels such as email, telephone, or WhatsApp.

• 24/7 attention. Patients can send in their inquiries at any moment and therefore do not have to follow the usual working hours of a call center.

• Improved patient communication. With an efficient service such as Eniax Inbox, the majority of patient inquiries will be addressed immediately, lowering the need for patients to go through call centers and longer waiting times.

• AI has no limit in terms of its engagement. A virtual health assistant such as Patricia, with all of its services including Eniax Inbox, can take and communicate with numerous patients at once without restrictions.

In conclusion

The importance of proper communication between clinics and patients is undeniable. Optimizing and improving traditional communication channels, specifically call centers, is paramount. Introducing new digital services through reliable virtual health assistants such as Patricia, can help solve and clear up many of the existing problems with older, traditional communication channels. Eniax Inbox presents a service that improves patient communication tremendously, enabling patients to proactively receive answers to their inquiries. This reduces not only patient absenteeism, and waiting times, and frees up call centers but also creates a cost-effective method to improve the overall efficiency of medical centers.