Make virtual healthcare services a better and faster experience for patients and families. With Convin-backed agents, earn customers by keeping empathy and compliance at the forefront of contact center interactions.
Complexity of healthtech products, policies, and procedures can create a poor customer experience. Answering time-sensitive queries is a challenge faced by several new and seasoned agents. Convin helps discover agent issues and uses Automated QA to evaluate agent performance and highlight improvement areas. Managers and leads can provide feedback on agents' performance.Automated Call QA
Customer complaints and issues frequently occur in healthcare. Hold times and response time are impacted, leaving the customer hanging with poor or no problem resolution. Analyzing conversation behavior and implementing the right words and actions during such situations can calm the customer. Replicating empathetic behavior and phrases can have a better effect on customers and patients.Call Behavior Analysis
Poor customer experience has a direct relationship with undervalued agents, increasing agent turnover. Coaching is a preferred tool to make agents feel valued by investing in their career progress. Apart from retention, coaching and nurturing incumbent agents reduce costs.Automated Agent Coaching
Patients and families desire personalized attention and interaction. Agents can’t meet the demand without access to the right data. Streamlining data helps agents personalize conversations with data-driven insights that focus on delivering empathetic patient experiences. Conversation intelligence highlights key discussion moments and organizes unstructured complaints or queries in transcriptions.Conversation Intelligence
We recognize how convenient it is for customers to receive call center services via multiple channels. And to meet high-standard conversation quality on all channels, Convin introduced conversation auditing for omnichannel contact centers.
Now you can seamlessly track, monitor, and analyze Calls, Chats, and Email conversations using our AI-backed conversation intelligence platform. Which means, Convin will ensure 100% conversation monitoring and compliance across customer-preferred support channels.
“Convin is a sales managers' Swiss army knife for coaching and call tracking. Having a library of key topics and next steps mentioned by each rep on each call helps streamline coaching moments and 1-1s, this keeps me from bouncing back and forth to programs and gives me more time to coach and help my team perform.”
“Convin helps our sales teams focus and be present in the moment of conversation because they're confident they can easily go back and review calls at a later time. It helps us as managers to be more thoughtful and structured about the way we coach and help reps progress their deals forward.”
“I have been able to quickly identify areas of improvement for my reps & able to provide coaching to allow reps to quickly pivot. Also help them make changes to their pitch.”
“Reviewing the recordings is like an athlete watching game-tape to try to improve. Collaboration with management is easy, and my reps are learning so much faster by watching the best.”
“Convin makes reviewing sales calls super easy. It creates training libraries for new joinees to improve and I love that. It also sends instant emails to those getting reviewed for the specific recording.”
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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.
Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.