Over the past several years, the COVID-19 pandemic and patient preferences for increasingly convenient care options have led many healthcare providers to increase their investments in advanced technology. Whereas patients once had to go to a physical location for all consultations and appointments, telehealth applications have enabled virtual healthcare services. Now, patients can receive medical advice and undergo a range of virtual medical procedures, even from the comfort of their own home.
Test your omnichannel CX offerings with Cyara’s end-to-end contact center testing solutions.
For many people, a doctor’s visit can be a sensitive or nerve-wracking experience. Long wait times in a physical office, for example, can make patients uncomfortable before they’ve even met with a doctor. By contrast, a well-functioning telehealth system can cut wait times, allowing your patients to receive the care they need with less stress.
But these benefits are dependent on your contact center’s performance. A patient exposed to poor voice quality or incorrect call routing is likely to become frustrated with your service and seek care elsewhere. With an automated contact center testing solution, you can take steps to improve your patient experience offerings, assure seamless interactions, and provide quality healthcare without interruptions.
5 Challenges in Healthcare Contact Centers
Your contact center serves as the lynchpin to your success. Simply put, when your contact center delivers quality interactions, your patients are more likely to remain loyal to your organization and come back for future services. But, on the other side of the coin, just a single poor interaction is enough to send your patient to a competitor for future care.
While recent advancements in contact center technology have transformed the way you can connect with patients and meet their preferences for personalized, self-service, and streamlined communication channels, there are many challenges that can put your reputation and bottom line at risk.
These challenges include:
1. High Patient Volumes:
If your systems aren’t properly tested and optimized, high traffic volumes can cause a wide range of issues, including downtime, long wait times, and bottlenecks. In cases of disasters or emergencies, even a few minutes of downtime can make it impossible for your patients to reach you, putting their health at risk.
2. Regulatory Standards:
The healthcare industry is heavily regulated, and your organization must align with many key compliance requirements, such as HIPAA. Failing to comply with these statutes at all times can result in hefty penalties and put your reputation at risk.
3. Data Security:
A recent study from the HIPAA Journal found that approximately 58 million patients were affected by data breaches from January 1 to August 31, 2024. Your patients rely on you to protect their sensitive information from leaks or malicious actors, and failing to do so leads to distrust.
4. Organizational Efficiency:
When your system encounters an issue, it affects your doctors’ and contact center agents’ ability to serve patients. Without an automated testing solution, it can take hours for your support teams to identify and resolve even a single issue.
5. Experience Quality:
Overall, issues in your CX channels put patients’ health, reputation, and revenue on the line. Your patients expect seamless, efficient, and personalized experiences during these sensitive periods. Whenever they are asked to repeat their situation or to wait on hold, whenever they are routed incorrectly or can’t hear their doctor, they will become frustrated and may begin to look elsewhere for healthcare.
The latest contact center technology empowers you to meet patients’ high expectations. But the above risks can impede your ability to treat their needs and get them to the care they need. With automated contact center testing and monitoring solutions, you can eliminate potential risks and assure performance at scale.
The Importance of Automated Contact Center Testing Solutions
As businesses make the jump to innovate the contact center environment with new technology and evolve to meet patient expectations, defects and CX issues have only grown. Whenever your contact center experiences a system failure, it means that you’re failing to meet your patients’ needs and deliver the necessary service standards. And, with the rise of digital channels, it’s up to you to ensure your infrastructure is up to the task, or risk falling behind the competition.
There’s no telling where or when a defect may occur. You need an automated contact center testing solution to proactively address risks and reduce the chance of patient impact.
A contact center testing solution provides all the tools you need to regain visibility into the CX development lifecycle, improve your team’s efficiency, and deliver interactions that will exceed patient expectations. Provide flawless interactions, validate your systems, and ensure your channels are always performing as intended. With a contact center testing solution, you can easily test, monitor, and optimize your channels from the earliest stages of design, through to deployment and in the live environment.
Testing and monitoring solutions are the only way to know what is actually happening in your contact center environment. Without the proper oversight and control into the development cycle, issues can easily slip through the cracks, affecting your customers. But with the right tools are your disposal, you can make significant progress to improve patient satisfaction, boost your team’s efficiency, reduce potential reputational and financial risks, and stand out from the competition. When you make CX a priority in your healthcare organization, your patients will take notice and feel a stronger sense of loyalty, which will pay dividends for years to come.
Improve Your Call Center Operations with Cyara
When it comes to developing exceptional telehealth services, you can’t afford to let CX-related issues diminish your ability to serve patients. Your patients turn to you during some of the most critical and sensitive times of their lives, and they won’t settle for sub-par voice quality, long wait times, or downtime. And as industries across the board face increased competition, your brand’s long-term success relies on your ability to deliver exceptional experiences and innovate your contact center space.
Cyara’s award-winning AI-Led CX Transformation Platform helps you assure CX quality through every stage of the development lifecycle. Our automated testing, monitoring, and optimization contact center solutions include a wide range of tools including functional and regression testing, voice quality testing, and continuous monitoring. Be confident that your infrastructure is equipped to provide streamlined communications, no matter where in the world your patients and doctors are located.
With Cyara’s comprehensive continuous testing solutions, you can:
- Reduce the risk of system failures, such as downtime, voice quality issues, and bottlenecks.
- Accelerate issue identification and remediation with real-time, data-driven insights.
- Validate system performance through every stage of the CX development lifecycle.
The latest contact center technology has transformed the way patients and doctors connect through remote and virtual interactions. It’s time for you to take the plunge, knowing that your interactions will exceed patient expectations and deliver quality care at scale. Contact us today to schedule a personalized demo or visit cyara.com to learn more about our comprehensive, end-to-end CX assurance solutions.
