Many industries have begun taking advantage of new call center technology. Rather than relying solely on human-to-human interaction, call centers have begun branching out and utilizing more communication channels, as well as intelligent virtual assistants (IVAs), in order to better manage their customer relationships and high call traffic. One industry, however, has found it hard to leave the traditional call center technology: the healthcare industry.
The healthcare industry has relied heavily on the traditional hands-on, personal approach to deal with their heavy call flow. However, soon, it will be necessary to upgrade their call center technology to incorporate IVAs. In the upcoming years, the healthcare industry will face major changes:
- The Association of American Medical Colleges has predicted that there will be a shortage of 150,000 doctors in the next 15 years
- The Affordable Care Act has increased the number of insured, and that number continues to climb
- 70 million baby boomers are growing older, and in more need of health care.
It’s necessary that the healthcare industry upgrade its call center technology now in order to prepare for changes that are imminent. By branching out and exploring newer call center technology, the healthcare industry will be better equipped to deal with the substantial increase of the patient-doctor ratio that is expected. IVAs programmed to answer tier-1 and tier-2 patient questions will decrease the pressure on experts, and enable patients with more complicated concerns to reach the information they need faster.