Agent Scripting

When a phone call is one of the first personal connections a patient makes with a hospital, the operator’s ability to handle the call professionally and accurately plays a large role in the patient
experience.

One of the first person-to-person connections a customer makes with an organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or another reason, the way an agent handles that call plays a large role in customer service and satisfaction.