Built from 107 signals and 270 staff dispositions over the last 14 days. Each one names a fix you can apply straight away, or open and adjust first.
9 calls in 14 days where the read-back did not match what the caller said. Average cost: 22 seconds and one extra question, on a route with a 4-question limit.
Caller said “metformin”; the assistant read back “Ramsammetformin 42 grams” and had to be corrected.
They all land in General enquiries, which asks only one open question, so the desk has to work out what each one is.
Create a Documents & Letters route: ask which document, which dates, and who it is for; send it to the Appointments desk.
Callers asking “how much will the appointment cost” are read as a billing question. Billing cannot answer without the appointment first.
Move price-of-an-appointment examples to the Appointments route and add a Billing rule: quote questions go to Appointments.
It is the last of four questions, so calls that end early never reach it. Pharmacy then has to call the patient back.
Ask it second instead of last, so it is answered before the call is put through.
They reach the English human queue having told us nothing, so whoever answers starts from zero. Three of them happened this morning.
Extend the keypad wait from 6 to 8 seconds, and route unanswered menus to the language of the number dialled rather than always English.
| Required field left unresolved | 41 |
| Calls accumulating in “Other” | 23 |
| Abandoned at the keypad menu | 17 |
| Transfer failed or unacknowledged | 11 |
| Same caller, same reason, within 48h | 9 |
| Ticket reopened after resolution | 6 |
Added the pre-alert to the destination team before transfer.
| Measure | Before | After |
|---|---|---|
| Time to acknowledgement | 2:12 | 1:34 |
| Handoff reopen rate | 9.1% | 6.4% |
| Wrong-route flags | 7.2% | 5.1% |