Levo Health deploys a cloud-based call monitoring system that tracks every patient engagement professional to ensure each patient inquiry is handled with best practices and all inquiries and questions are addressed.

Levo Health’s patient contact center tracking systems provide visibility to objections, call times, campaign sources, patient sentiment, and lead quality to ensure marketing campaigns across all channels operate efficiently, profitably, and with the patient’s best interest in mind.

Call center tracking metrics are critical to measuring patient engagement and scheduling volume of healthcare organizations. These metrics allow healthcare providers to assess the effectiveness of their patient engagement strategies and make data-driven decisions to improve the quality of care. Some essential call center tracking metrics include call volume, call abandonment rate, average handle time, and first-call resolution.

Call volume is a critical metric that measures the total number of incoming calls a call center receives over a specific period. It provides insights into healthcare service demand and helps providers identify peak call times to optimize staffing levels. Abandoned call rates measure the number of callers hanging up before speaking to an agent. High call abandonment rates may indicate long wait times or ineffective call routing, which can harm patient satisfaction.

Average handle time (AHT) is another essential metric measuring agents’ average time to handle each call, including hold and post-call wrap-up times. High AHT can indicate inefficiencies in call handling processes or inadequate agent training, leading to wait times and potentially lower patient satisfaction longer. Finally, first call resolution (FCR) is a metric that measures the percentage of calls resolved during the first call without requiring follow-up calls. High FCR rates indicate effective call-handling processes and high patient satisfaction.

Some features of Levo Health’s Patient Contact Center Tracking include:

• Omnichannel routing
• Omnichannel analytics
• Realtime analytics dashboards
• AI digital routing
• Sentiment analysis
• AI-enabled Virtual Agents
• Automatic callback
• Outbound dialers
• Speech and text analysis
• Call monitoring
• Real-time Interaction and Behavioral Coaching
• Unified and omnichannel view of customer
• Inbound voice
• Outbound voice
• Unified Messaging Platforms – Facebook Messenger, WhatsApp, SMS + MMS, Apple Messages for Business,Google Business Messages, and others