5 Metrics to Help Your Healthcare Call Center Thrive

5 Metrics to Help Your Healthcare Call Center Thrive

Explore 5 call center metrics that empower healthcare industry call centers to offer quality service across every patient call-in inquiry.

Integrate your CRM with other tools

Lorem ipsum dolor sit amet, consectetur adipiscing elit lobortis arcu enim urna adipiscing praesent velit viverra sit semper lorem eu cursus vel hendrerit elementum morbi curabitur etiam nibh justo, lorem aliquet donec sed sit mi dignissim at ante massa mattis.

  1. Neque sodales ut etiam sit amet nisl purus non tellus orci ac auctor
  2. Adipiscing elit ut aliquam purus sit amet viverra suspendisse potenti
  3. Mauris commodo quis imperdiet massa tincidunt nunc pulvinar
  4. Adipiscing elit ut aliquam purus sit amet viverra suspendisse potenti

How to connect your integrations to your CRM platform?

Vitae congue eu consequat ac felis placerat vestibulum lectus mauris ultrices cursus sit amet dictum sit amet justo donec enim diam porttitor lacus luctus accumsan tortor posuere praesent tristique magna sit amet purus gravida quis blandit turpis.

Commodo quis imperdiet massa tincidunt nunc pulvinar

Techbit is the next-gen CRM platform designed for modern sales teams

At risus viverra adipiscing at in tellus integer feugiat nisl pretium fusce id velit ut tortor sagittis orci a scelerisque purus semper eget at lectus urna duis convallis. porta nibh venenatis cras sed felis eget neque laoreet suspendisse interdum consectetur libero id faucibus nisl donec pretium vulputate sapien nec sagittis aliquam nunc lobortis mattis aliquam faucibus purus in.

  • Neque sodales ut etiam sit amet nisl purus non tellus orci ac auctor
  • Adipiscing elit ut aliquam purus sit amet viverra suspendisse potenti venenatis
  • Mauris commodo quis imperdiet massa at in tincidunt nunc pulvinar
  • Adipiscing elit ut aliquam purus sit amet viverra suspendisse potenti consectetur
Why using the right CRM can make your team close more sales?

Nisi quis eleifend quam adipiscing vitae aliquet bibendum enim facilisis gravida neque. Velit euismod in pellentesque massa placerat volutpat lacus laoreet non curabitur gravida odio aenean sed adipiscing diam donec adipiscing tristique risus. amet est placerat.

“Nisi quis eleifend quam adipiscing vitae aliquet bibendum enim facilisis gravida neque velit euismod in pellentesque massa placerat.”
What other features would you like to see in our product?

Eget lorem dolor sed viverra ipsum nunc aliquet bibendum felis donec et odio pellentesque diam volutpat commodo sed egestas aliquam sem fringilla ut morbi tincidunt augue interdum velit euismod eu tincidunt tortor aliquam nulla facilisi aenean sed adipiscing diam donec adipiscing ut lectus arcu bibendum at varius vel pharetra nibh venenatis cras sed felis eget.

Looking to deliver top-notch call center experiences to patients? Monitoring the right call center metrics will help equip your agents with the know-how to provide optimized caller experiences every time. Healthcare organizations that can systematically monitor call center performance metrics essentially drive patient engagement and quality services. But, which metrics should you track?

Explore the key metrics for healthcare call centers that can improve patient satisfaction and reduce miscommunications among team members.

1. Average Wait Time (AWT)

AWT is a priority among healthcare call centers, calculated by adding the total wait times for all answered calls and dividing it by the number of answered calls. The metric measures inbound patient calls waiting in queue for assistance, either from an interactive voice response (IVR) system or live agent. Tracking AWT enables your team to significantly improve agent performance, effectively allocate call center resources, and prevent negative patient experiences.

While traditionally, call centers followed the 80/20 principle (where agents answered 80% of call-ins within 20 seconds), the service level should ultimately determine AWT. Your agents can measure AWT in your call centers by categories such as agent groups and queues. Using a detailed analytics tool can help determine the AWT for each call type to deliver the most suitable agent response.

2. Transfer Rate

A call center’s transfer rate refers to the percentage of inbound calls transferred to another agent or department to provide additional assistance for a specific query. Calculated by dividing the number of transferred calls by the total number of calls received, high transfer rates should raise concern.

Significantly high transfer rates usually indicate inadequate agent training and coaching, which often require additional resources and technological support.  

3. Answer Rate

Answer rate refers to the number of calls answered out of the total calls presented to an agent. The general answer rate standard for call centers is around 80% in 20 seconds. However, time-sensitive industries, like healthcare, mostly require higher answer rates.

Brightmetrics™ has years of experience working with healthcare companies to meet top industry service standards. For example, a collaboration with Evolent Health empowered the team to establish realistic agent performance objectives and expectations. These practical guidelines achieved a 95% answer rate, maximum ring time, and average ring time targets.

4. Average Handle Time (AHT)

Optimizing AHT is crucial for healthcare call center agents to provide prompt solutions to patients. AHT is calculated by dividing the sum of your total talk, hold, and follow-up times by the total number of calls presented. Detailed caller data helps interpret and justify AHT, as call types vary in time spent.

For example, call agents typically spend more time guiding patients through exact billing details than booking a clinic appointment. The general AHT standard for the healthcare sector is estimated at three minutes and 28 seconds.

Regularly tracking AHT with call analytics enables your team to identify common bottlenecks and drives opportunities to improve team efficiencies. For instance, you can use call center solutions that monitor trunk utilization in real time to maintain undisrupted caller experiences.

5. First Call Resolution (FCR)

FCR is a key but more complex call center KPI within the healthcare industry that measures the efficiency of resolving a patient query on the first interaction. The ideal FCR score is between 70% and 75%, which suggests an understanding of caller needs.

It is useful for call center staff to also consult the history of other communication channels (e.g., email and website tickets) to identify accurate FCR values. Advanced call management features, such as automatic call distribution, immediately direct patients to the agent equipped with the relevant skills and experience to assist them with success.

Optimizing Healthcare KPI Management with Ease

Healthcare call center metrics and KPIs are critical to a facility's service performance and overall cost. Studies have found that a call center's performance has a direct impact on patient satisfaction. That's why Brightmetrics' advanced UC and contact center analytics provide historical and real-time data to equip your healthcare agents with the necessary insights to keep callers satisfied in any situation.

With customizable dashboards, intuitive data sharing, and real-time analytics, Brightmetrics UC Analytics™ supports patient engagement, staffing, team training, and agent productivity. By combining these tools, healthcare teams can expect real-time transparency across all KPIs and quickly deploy agents to maintain positive caller experiences.

Try Brightmetrics for free! Make the most of your center's KPIs to maximize patient satisfaction and retention across every interaction.

Elevate Your Contact Center Performance Today

Try for free! No credit card required.