Highlights
22%
boost to compliance scores
100%
call QA coverage
Though it had proven itself a leader in the field, offering inpatient and outpatient care across five states and boasting an 87% completion rate for its substance use disorder program (35% higher than the national average), the company was in the dark when it came to quality assurance.
Understanding call quality and how it might impact an agent’s success in screening callers for program fit and eligibility was key, as patients with mental health issues and substance disorders face significant barriers to treatment. Failure to effectively engage with and ultimately enroll these patients can not only cost treatment centers revenue, but also put lives in danger.
That’s why the leadership team turned to Verbal’s AI co-pilot to transform their contact center with live conversation intelligence and call analytics.
Shining a light on call quality
To ensure advocacy calls consistently covered all relevant subjects and met compliance standards, the telehealth company team used Verbal to generate a real-time call compliance checklist and QA scoring model for its CHAs.
The Verbal checklist, based on the team’s best practices, allows CHAs to see which subjects they’ve covered during client calls and which still need to be discussed to ensure all potential health and SDOH concerns are addressed.
Verbal also scores each call 0% to 100% based on how closely CHAs adhered to best practices, giving staff a clear sense of their performance and a target to aim for on each call.
And since Verbal’s feedback and scoring is available in real time during calls, CHAs can easily see if they’re on track and adjust their approach as needed, with minimal disruption to the client interaction.
Enhanced staff feedback and coaching
Along with offering valuable guidance and ongoing training during calls, Verbal has given managers unrivaled insight into team performance, allowing leaders to identify potential areas of improvement and assess call quality at scale.
Before Verbal, telehealth company managers could only conduct QA on a small sample of calls. Now, managers can get a clear sense of call quality on 100% of interactions.
Reviewing Verbal usage and compliance scores has even become a key part of telehealth company’s quarterly evaluation process, allowing managers to provide hyper-specific, actionable feedback not only on best practices but also on communication issues like speaking pace.
22%
boost to compliance scores
100%
call QA coverage
Bottom line: A new normal
Verbal’s AI-powered compliance scoring and real-time feedback have offered this telehealth company’s leadership team a concrete framework for tracking and measuring care quality. Meanwhile, Verbal gives CHAs the insights they need to do their best work and ensure no client’s health or social needs are overlooked.
Looking ahead, this telehealth company plans to continue leveraging Verbal’s capabilities to further refine their best practices and drive staff training and development.
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