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TMCnews Featured Article

April 08, 2009

Real Time Reporting Solutions

By TMCnet Special Guest
Dan Boehm, Vice President � Sales and Marketing

Managing your business or department through key performance objectives is a challenge given different sources of information and varying metrics. The challenge is even greater when the metrics are diversified due to the different objectives being monitored. Therefore, each department executive needs to have a customized summary performance report based upon their own metrics.
The real time summary reports are gathered from different sources of data, consolidated, manipulated and sent on a regular basis to the varying stakeholders. This process is automated, were it not it would take manpower and time and often lead to delayed decision making. Many times given the complexity of gathering the data it would not be accomplished at all. In an Automated Real Time Reporting Solution environment corrective actions are made rather than reactive management of the department’s challenges.
Often data is collected from different data sources and manually combined to generate a single view of the department or corporate performance. The value of these views is understood, however, when pressed for time these reports are not always created, mistakes can be made, and decisions are delayed while waiting on an up to date performance report. 
An Automated Real Time Reporting Solution will address the challenges met by decision makers, managers and agents when determining their current performance level. With dashboards, the executive will be able to see performance statistics in real time at the time of their choosing. Department heads, managers and supervisors will be able to effectively manage the team’s performance by viewing group statistics and when available individual statistics. Agents are able to view their own scorecards and are now empowered to improve their performance in real time.  An Automated Real Time Reporting Solution helps any business achieve its business performance goals.
Automated Real Time Reporting for the Healthcare industry includes the Call Center, Executive Management and Patient Marketing. The positive effects an Automated Real Time Reporting system can have on a Healthcare business are:
·         Improve Customer Satisfaction
·         Improve Patient Satisfaction
·         Reduce Patient Costs
·         Improve Patient Care
·         Increase Patient Awareness
·         Provide Community/Patient Services
Patient Satisfaction and Reducing Costs are critical concerns for healthcare providers. These concerns extend to all Healthcare departments helping the patient through their experience. Healthcare providers are continually looking for ways to improve their patients’ satisfaction with their level of service, and unfortunately and possibly as a paradox, trying to reduce costs. 
Call/Contact Center:
In the Healthcare industry there are a few KPI’s that stand above the rest as being important to the contact center. There are different types of contact centers for the healthcare industry including: after care call centers, 24 hour help lines, claims call centers, 24 hour Nurse, and many more. 
Regardless, the performance metrics that stand out are Average Handle Time, Service Level, CIQ OCW and ASA. Certainly, business objectives will vary by organization and there are other statistics that are critical to the success of the call center but taking care of the customer is paramount. Therefore, healthcare providers are also interested in information on FCR, Quality Surveys and Customer Survey results. These additional metrics give the provider a better view of how well the customer is being treated during their experience with the provider.
Executive Management:
Managing the business requires an eye on financial details as well as the quality of care being provided. Having the information required and the information in the format needed is a time consuming and challenging task for the Executive. An Automated Real Time Reporting solution, using predetermined rules, captures the required data, performs the necessary calculations and provides a dashboard showing the performance objectives as required by the healthcare executive. Some of the performance metrics requested by the Healthcare executive include:
                Patient scheduling
                OR Schedules
                Patients Admitted daily/ weekly
                Beds Occupied
                Beds Available
                Nurse Call Information
Patient Marketing:
Part of the key business objectives of the Healthcare Provider is to improve Patient Awareness as well as provide a community service. This can be accomplished, in part, by providing important information to the patient in the lobby of the provider. Presenting real time information to the patients that come in and leave the providers offices is an ideal method to improve patient awareness. Patient awareness can also be about additional services that are offered by the provider that the patient was unaware of or did not want to ask about. Some of the topics that can be displayed in a lobby area, cafeteria, waiting room, main entrance or main hallway are listed below.
·         Classes
·         Events
·         Parking Garage changes/directions
·         Support Groups
·         Visiting Hours
·         Insurance Accepted
·         Gift Shop
·         Seminars
·         Blood Drive Information
·         Flu Shots
·         Vaccinations
·         Physical Therapy Offered            

To see the first portion of this series, click here! Learn more about the Spectrum (News - Alert) Corporation on TMCnet's Call Center Digital Signage channel.

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Edited by Jessica Kostek

Technology Marketing Corporation

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