The changes in the healthcare industry are often at the forefront of daily news, especially pertaining to the average consumer, but the latest changes have also affected business-to-business operations including stricter regulatory requirements for healthcare providers.
Healthcare providers are finding it increasingly more important to secure patient data and become compliant with industry regulations as per new requirements on the healthcare reform bill. Majuda’s Voice Suite takes into account all regulatory requirements as accountability and customer service are becoming more important to healthcare organizations’ success around the world.
Increasing employee productivity and effectiveness is a top priority for healthcare organizations, and Majuda’s quality management solutions provide the tools necessary for improving all of these standards. Majuda’s Evan Kahan shed some more insight into exactly how its enterprise call recording solutions effectively help healthcare providers manage agent productivity, customer service, and stay compliant:
JK: How important is call recording to the healthcare industry in terms of the retention of customers?
EK: Call recording plays a critical role in customer retention. Being able to improve the overall impression and attitude of customers towards any company is crucial. The best way to do this is to have the correct tools at your disposal, and being able to effectively leverage these tools to improve the effectiveness of agent training programs, increase agent performance levels - all by gaining insight into how your customers experience your business and making the changes to internal policies ad procedures. None of which would be possible without call recording and quality management.
JK: How do Majuda’s call recording solutions help healthcare companies manage their customer interactions?
EK: Majuda helps by giving healthcare companies the tools to improve internal policy compliance and agent performance through our enterprise quality management solutions. By recording 100 percent of all incoming and outgoing calls, Majuda also helps manage interactions by allowing for seamless search, retrieval and playback of calls in a small amount of time. Our sorting and grouping technology also allows for more in depth understanding of call volumes, handling times and other critical KPI's have been proven to improve customer satisfaction and overall bottom line.
JK: In an industry such as the healthcare one, where sensitivity and privacy are key, how do Majuda’s solutions aid and abet such results for companies in the healthcare industry?
EK: Majuda’s compliance recording module provides integrated technology that is able to identify when sensitive patient information is discussed and transmitted over the phone. It instantly removes the sensitive information from the call record and the desktop screen capture record in order to comply with HIPAA regulation and make the patient feel safe and secure in knowing that their sensitive information is not available to anyone that has access to company call records.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny