Mastering First Call Resolution in Healthcare Call Centers

Every day, healthcare call center agents manage a high volume of calls, ranging from 50 to 160 or more, addressing diverse topics including prescription refills, appointment scheduling insurance questions, and general health inquiries. It falls upon the agent to resolve the patient’s queries during this initial interaction with compassion, knowledge, and efficiency. This critical metric, known as first call resolution (FCR) or first contact resolution, is essential for building patient trust and loyalty. A successful first call resolution eliminates the need for the patient to reach out to the call center for the same issue more than once or be transferred to someone else within the healthcare organization. Follow-up calls create an overall increased call volume that, in turn, requires more agents.  

Achieving FCR is neither quick nor easy, yet mastering this metric is crucial, not only as a measure of the contact center’s operational effectiveness but also as an indicator of patient experience. At T2Flex, we harness cutting-edge technology to cultivate a dynamic call center environment where agents excel, patient satisfaction skyrockets, and healthcare organizations realize tangible financial benefits. And it all starts from the very first call.  

First Call Resolution Definition:  

First Call Resolution is a metric that measures a call center’s performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. 

The First Call Resolution industry standard is 70% to 79%. 

What are the biggest reasons for a poor FCR rate?

• A patient needed to verify or check the status of their unresolved issue. 

• While the patient was on hold, they got disconnected. 

• Agent lacked the knowledge to adequately assist.  

• The call was redirected.  

Why is First Call Resolution Important in Healthcare Call Centers? 

1. Reduces operating costs: Achieving first call resolution in healthcare call centers minimizes the need for repeated calls from patients, leading to a decrease in call volume and associated operational expenses. By enhancing the average speed to answer and efficiently addressing patient inquiries on the initial call, resources can be utilized more effectively, optimizing staff productivity and reducing overall operational costs for healthcare organizations. 

2. Reduces patients at risk of seeking alternative care: Resolving patient concerns promptly during the first call enhances their satisfaction and diminishes the likelihood of seeking care from alternative healthcare providers. Long hold times increase the probability of patients hanging up in the queue and either seeking care elsewhere or calling back later.  

3. Improves patient satisfaction: By resolving patient inquiries promptly, healthcare call center agents make patients feel valued and understood, leading to increased satisfaction and loyalty to the healthcare organization. 

4.  Improves agent satisfaction: Successfully resolving patient inquiries on the first call reduces stress and frustration for healthcare call center agents, leading to improved morale and job satisfaction. 

5. Increases opportunities for patient education and engagement: Efficiently resolving patient inquiries allows agents to provide valuable information about healthcare services, treatment options, and preventive care. This engagement empowers patients to actively participate in their healthcare journey, leading to improved adherence to treatment plans and better patient outcomes. 

What Factors Can Affect First Call Resolution? 

Call Center Technology

Outdated or inadequate technological infrastructure can hinder healthcare providers’ ability to deliver quality service to patients. This often leads to longer call times, increased likelihood of escalations or callbacks, and ultimately, dissatisfaction among patients. 

At T2Flex, we prioritize the use of advanced omni-channel call center technology equipped with integrated systems, AI-driven insights, and speech analytics tools. These innovations streamline processes and offer real-time support to agents.  By leveraging this data, we gain valuable insights into call quality. This enables us to provide constant feedback to healthcare systems, empowering them to enhance workflows and facilitate better first call resolutions. 

 

Poor agent training 

The quality of training provided to agents significantly impacts their ability to meet patient needs and achieve high first call resolution rates. Insufficient or inadequate training may lead to agents lacking the necessary skills and knowledge to effectively address patient inquiries, resulting in increased call transfers or escalations. 

At T2Flex, our dedicated agents undergo rigorous training to embody your unique culture and provide unparalleled support to your patients. Continuous development opportunities not only improve job satisfaction but also equip agents with the tools they need to reduce frustration and handle patient inquiries effectively. Incorporating role-playing exercises or simulations into training sessions can simulate real-world scenarios, allowing agents to practice their skills in a controlled environment. Additionally, utilizing call recordings, transcriptions, AI, real-time call monitoring, and speech analytics as coaching tools can further enhance the training process, ensuring that agents are well-prepared to handle all types of inquiries and scenarios. This commitment and continuity result in an enhanced patient experience characterized by effective communication, streamlined processes, and a deep sense of trust. 

High agent attrition

In contact centers, high agent turnover rates can result in lower first call resolution rates due to more inexperienced agents handling calls. Various factors contribute to this turnover, including inadequate training, lack of support, and overall job dissatisfaction.  

At T2Flex, we prioritize creating a positive work environment centered on teamwork, collaboration, and employee well-being. This approach not only boosts morale and productivity but also reduces call center attrition rates. We implement gamification techniques and offer rewards for achieving performance goals to inject fun and motivation into the workplace. We ensure that agents are equipped to deliver exceptional service and achieve higher first call resolution rates, ultimately enhancing the overall quality of service provided to patients. 

Get it Right the First Time

At T2Flex, we know how important it is to get things right from the very first call. From leveraging cutting-edge call center technology to providing rigorous agent training and fostering a supportive work environment, we are committed to optimizing every aspect of the call center operation to ensure prompt, efficient, and satisfactory resolutions for every patient interaction. By prioritizing FCR, we not only reduce operating costs and mitigate patient churn but also elevate the standard of care delivery, empowering both patients and agents alike. Contact us today to reimagine your healthcare call center operation for future success.