Improve overall contact center operations

  • The FIT Platform can integrate with existing environments, allowing agents to achieve more with the technology
  • One system can be scaled across multiple sites to consolidate operations
  • Processes become automated, reducing waste and lowering costs
  • Training times decrease as agents are only using the one system

Enhance agent satisfaction and efficiency

  • Processes are streamlined, allowing agents to answer queries, access insurance information, schedule appointments etc.
  • All information that agents need is at their fingertips, so there is no time wasted juggling multiple applications and processes.
  • Agents are guided through calls by simple question / answer / information prompts, resulting in positive experiences and faster, more accurate patient interactions.

Use data to improve market position

  • Use insights to improve services, processes and patient journeys, with a view to increasing revenues and profits while reducing costs
  • All call data is captured and stored for reporting purposes
  • Visual reporting makes it easy to identify trends and problems
  • Improves 3 main areas:
    1. Resources: optimized to ensure you meet cost to serve targets
    2. Performance: improved to ensure you meet quality of service targets
    3. Patient experience: enriched to ensure you meet satisfaction and loyalty targets

Support patient acquisition and retention

  • Agents have access to the information needed to service patients effectively.
  • Having visibility of personal and historic data empowers agents to deliver highly personalized experiences.
  • Eliminates long wait times and multiple transfers.

Healthcare organizations are under extreme pressure to lower costs while improving quality. Eliminating wasteful processes is essential, as operating margins are slim and the ability to raise prices is limited. At the same time, trying to on-board new patients and retain existing ones can prove a drain on resources without the right systems and processes in place.

Our mission is to empower healthcare organizations to improve their quality of care via telephone and other channels by providing workflow and scripting software that the client can completely customize, without recourse to IT, and use to promote agent consistency, capture data and analyse it for continuous improvement, and reduce costs by eliminating wasteful processes.

Workflow

Workflow

Makes your systems and agents as efficient and effective as possible. Agents are guided through patient calls by single question/answer/information prompts. This simplicity results in positive user experience, faster, more accurate patient interactions and less hold-time. Authorized staff can amend workflows to improve efficiency and performance. Workflows can be pre-populated, which saves time and reduces manual workload.
Unified Agent Desktop

Unified agent desktop

Many healthcare contact centers use multiple, complicated systems which agents struggle to navigate. This leads to low patient satisfaction, unnecessary costs and decreased profits. A single, user-friendly interface enables agents to access the information they need, when needed during calls. Agents focus on delivering personalized patient experiences, not navigating disparate systems on a cluttered desktop.
Analytics

Analytics

Get instant access to call data and turn it into valuable information. Data can be presented in graphical interfaces, making it easy to spot trends and problems. Creating and sharing reports internally and externally is quick and easy, with full customization to use corporate logos, fonts and color schemes.
Seamless integration with existing systems

Seamless integration with existing systems

We complement and add functionality to your existing infrastructure, focusing on enhancing efficiency, reporting, training, accuracy and experience.
Professional services

Professional services

Our experienced team works with you from building the business case, to go-live and beyond, to ensure the platform meets your needs. We’ll help you integrate the platform into your technology environment, build processes and workflows, and maximize performance through training.
Consolidate contact centres

Consolidating multiple contact centers

Uniting your contact center operations ensures that every patient receives the same experience. Delivers agent consistency and accuracy across sites and consolidates reporting. As you are only using one platform, training time, operating expenses and call processing times are reduced.

Explore the FIT Platform