As one of the nation’s most distinguished health care systems, UMass Memorial is committed to providing the best possible experience for their patients. By adding Fonolo’s cloud-based call-back solution to its call center, patients can now choose to “press 1 to receive a call-back” rather than wait on hold, without losing their place in line. When their turn arrives, the patient’s phone will ring and there will be a live agent on the line.
To comply with strict privacy and security requirements, UMass Memorial deployed Fonolo’s turn-key Appliances, allowing all voice data to stay on-premise while still using the convenience and efficiency of the cloud.
Offering an industry leading customer experience is a top priority for us. Implementing Fonolo’s call-back solution has been a definite success. In just 60 days we have seen our abandonment rates decrease by 17%. It’s clear that offering a call-back option is essential to providing excellent customer service.
Business Analyst, Patient Access Services, UMass Memorial
According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. Fonolo’s cloud-based solution is an easy and cost-effective way for contact centers to improve their performance and deliver a better call center experience.
We’re thrilled to be a part of the long-term patient engagement strategy at UMass Memorial. Our mission at Fonolo is to make it easy for call centers to add features like call-backs, virtual queuing and Web Call-Backs (formerly Visual IVR) with minimal effort. The immediate delivery of results highlights the advantages of our proprietary cloud-based approach.
UMass Memorial Health Care began offering Fonolo’s call-back service to its patients in May 2014.