Interactive Voice Responses (IVR) Calls

Not all IVR services are the same ! 360CRM have developed a sophisticated automated calling process which carefully balances the need to contact patients with the absolute requirement of not causing undue anxiety. With automated calls the temptation is to call far too many times which causes upset for patients. The Chronos IVR service is highly cost-effective as it delivers the maximum call completion rate possible for this type of reminder method. It is completely secure and requires all patients to complete an identity check at the start of the call.

Call Switching to Agents

Should a patient not complete an automated call Chronos offers clients the flexibility of switching the next call to an agent. This effectively maximises the number of successful call outcomes as agents are able to remind and confirm with around 90% of patients. This is far greater than the percentage who would complete an IVR only service. 

Switching to agents also means patients will not call into the Trust to complain or query the IVR , which causes unnecessary extra work for Trust staff.

Highest Quality On Call Experience

Most IVR services make heavy use of computer generated text to speech , which leads at best to a poor patient experience and very often to confusion and extra work for Trust staff. Chronos IVR's use a professional voice artist for every element of the message , including patient names and medical terminology. This ensures patients are receptive to the message and are happy to complete the IVR.