Chung-Ang University Hospital Launches Call Center Activation Project

Chung-Ang University Hospital is launching a project to improve the call center customer response rate.

Chung-Ang University Hospital announced on the 7th that it recently held a kickoff event for the call center revitalization project titled "Exciting Call Center."

At Chung-Ang University Hospital's call center, which is the first point of contact for customers at the hospital, the following projects will be implemented as part of call center operation improvement measures to enhance customer response rates: ▲ introduction of AI voice consultation bot (Voice-Bot) ▲ deployment of professional nurse counselors ▲ 24-hour emergency medical center phone connection ▲ automatic call forwarding of external calls to the call center.

[Photo by Chung-Ang University Hospital]

Simple consultation tasks will be handled by the AI voice consultation bot, while counselors will be assigned to specialized consultation tasks for new patients visiting the hospital for the first time, aiming to improve the quality of consultations and response rates. Additionally, to enhance the professionalism of phone consultations, nurse counselors will be added to the call center to assist with accurate and prompt medical appointment scheduling.

Furthermore, patients will be able to connect to the emergency medical center by phone 24 hours a day, enabling smooth and swift response and appointment scheduling for emergency patients through call center operations during nights and holidays. External calls to outpatient departments will be improved by automatic call forwarding to the call center, allowing outpatient departments to focus on in-person patient consultations, which is expected to enhance patient satisfaction.

The hospital plans to motivate the call center staff for this project by introducing a performance management incentive system for call center counselors, awarding outstanding counselors, and organizing regular exciting events such as 'Town Hall Meetings' involving call center counselors.

Hospital Director Kwon Jeong-taek said, "In hospitals where patients must be promptly admitted and treated to save lives, we often encounter unfortunate situations where patients do not receive timely and proper treatment due to delays in phone connections. Through this call center customer response rate revitalization project, we will strive to improve the customer phone response rate to 97% and activate 24-hour emergency medical center phone connections to ensure patients receive prompt medical care."

This content was produced with the assistance of AI translation services.