Settings and activity
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6 votes
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68 votes
An error occurred while saving the comment Joel
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Having the ability to determine whether the issue is on the callers side or ours if very important. It's a feature that's available on the RingEX platform, but 80% of our calls run thru the RingCX side.
Joel
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84 votesJoel
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12 votesJoel
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5 votes
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61 votes
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9 votes
The current callback setup process is causing a 7% failure rate, and the primary issue appears to be the initial message callers hear after selecting the callback option.
Because the very first prompt states:
“Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”
callers understandably assume that the setup is complete and that no further action is required. As a result, many callers hang up prematurely before the callback is fully registered.
This is creating a significant operational and clinical impact. The incomplete setup leads to:
Missed callbacks
Increased patient frustration
Longer overall wait times
Delays in access to care
Given the importance of timely communication for our patients, this behavior in the system is a major concern and needs to be addressed promptly.