Using Speech Analytics for a Top-rate Live Call Program

A good live call program is central to a resupply organization's success. A high quality program should include speech analytics: a way to record and evaluate interactions between agents and patients. These tools can glean insights that help resupply providers ensure patients have a great experience and stay with their treatment program, while keeping your business healthy.

Speech analytics tools record interactions-usually phone calls-and then use AI to track and score metrics such as call duration and flow. When a call center uses a speech analytics tool, it can benefit the entire resupply process, from new hire training to regulatory compliance to health outcomes. I'll outline how these tools work as well as a few benefits of these AI-enabled systems.

How does speech analytics work?

Speech analytics tools collect data from patient interactions by recording calls and using AI to score key elements such as the length of the call, the amount of silence, key words and phrases that the resupply agency wants or requires, and even tone of voice to gauge a patient's sentiment.

These tools yield data that can be used to monitor call volume and duration, whether patients or agents are spending too much time on hold, and other metrics that can support staffing and scheduling decisions and offer insights into how efficiently calls are being handled.

For managers

Data from speech analytics also supports managers as they look for ways to ensure that agents are following the defined call flow. The call flow is basically the script agents are trained to follow, and can include ensuring HIPAA compliance, verifying the patient's address and email, or offering text features as a communication preference. Analyzing the call flow helps measure the quality, efficiency, completeness and accuracy of each call.

Measuring behaviors such as notifying the patient that the call is being recorded, or making sure the agent asks about the method of payment on every call also gives managers data they can use for coaching agents. Managers can track individual agents as well as their full team to see if further training for everyone is needed, or if an individual needs some extra coaching to bring a certain portion of a call up to standard. Speech analytics can also be useful during onboarding, to help new employees focus on areas for learning and improvement, and to support consistency and accuracy on all calls, ensuring there are no gaps in the information patients are given.

For agents

Our speech analytics tool allows the agents themselves see detailed insights about their own performance, including call recordings and transcripts, so they can assess their efficiency and accuracy and self-coach to improve specific areas. For example, one of our agents monitored her dashboard and found that her lowest scores were around providing education when a patient on a call declines supplies. She took that insight and worked to focus on reminding patients that supplies are disposable and helping them check on previous orders and eligibility.

For patients

Patients are the real beneficiaries of improved call flow and efficiency. When agents know what details to focus on-such as education about the supplies they need, details about coverage eligibility, help with payment interactions, or other key information-it keeps patients on their therapy, and supports better health outcomes and higher patient satisfaction. If a client raises a concern, speech analytics tools allow staff to contextually search the recorded call to understand what happened and how to correct the concern. In the same way, if a patient has a great experience, managers and administrators can use the recorded call as an example for other agents to emulate and to reward high performing agents.

Good for business, good for patients

Speech analytics tools are not a replacement for human contacts-they're a tool to help efficiency. These tools gather data and help call centers use that intelligence to deliver a better patient experience. Scoring 100% of your calls, rather than a smaller percentage, means you're more likely to identify service issues, maintain compliance with regulations, and offer a consistent customer experience. These insights can ultimately support better your business with more conversions and happier, healthier patients.

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