By Jay Krueger, One Call CEO
When I think about what we do at One Call – a care coordination company within the workers’ compensation industry, we are like many in this industry – a service-oriented company. We seek to deliver value to clients and injured workers through the services we provide.
And while I’m very proud of these services – physical therapy, home health/complex care, and diagnostics, to name a few – providing a service is not the same as the act of serving. To serve goes much deeper – it demands that you put a far greater value on what your customers gain from doing business with you than you do. It’s what separates great companies from good ones.
Here’s the best part: when you decide to serve, everyone wins – your customers and you because the old saying is true – the more you give, the more you will receive.
The easiest way to really start serving your customers is to pretend they’re sitting beside you with every decision you make. Ask yourself, “How does this benefit my customers?” This is easier said than done, but here are three initiatives we’ve honed in on at One Call in response to this question:
1) We Critique Ourselves
As an industry leader, we seek to provide excellent care coordination. The answer to the question, “How does this benefit my customers?” is pretty straight forward. Better service leads to happier customers, more efficient recovery paths, and better outcomes.
The challenge becomes evaluating our service to determine if it’s truly the best service we can provide. How do we really know?
Enter sentiment scoring – technology we successfully implemented earlier this year that captures and analyzes data from 100 percent of our customer service calls. That’s more than 30 million calls each year.
Here’s how it works –
Powered by artificial intelligence, our sentiment scoring technology measures empathy and emotion during customer service interactions. Each call begins with a score of 0. During the conversation, key words, sentence structure, and the care coordinator’s tone of voice are evaluated. At the end of each call, a sentiment score is assigned – with scores ranging from negative 100 to positive 100.
Calls that receive a negative score are reviewed by our quality assurance team to determine next steps for a better customer experience in the future – whether that be additional follow-up related to that specific call, care coordinator coaching, or even changes to our processes. This powerful technology is also enabling our team to identify trends across our customer base, such as billing issues, communication breakdowns, and skill and knowledge gaps.
2) We Customize Our Communication with Injured Workers
The days of land lines and phone calls as the main form of communication are long gone. Today, we utilize various communication channels throughout our daily lives. And so, our team has adapted how we connect with injured workers, seamlessly communicating across channels to deliver the most efficient, stress-free, personalized experience possible.
First off, instead of playing phone tag to gather information, we send injured workers a text message that links to a form for gathering their information. From there, they can choose to use the form or be routed to an agent who will collect their information over the phone. This provides injured workers with both choices and convenience, driving higher engagement.
We also use voice and text messages to introduce injured workers to One Call, confirm appointment details, verify they received scheduled services, reschedule if needed, and survey them regarding their experience.
And while text messaging has certainly transformed the way we serve injured workers, the real benefit happens when we integrate real-time, multi-channel communication. This occurs when our team quickly switches to a communication channel that best accommodates the injured worker, based on the situation and level of urgency.
Take a look at how this plays out in our transportation solution –
Let’s say an injured worker, “Derek,” recently got hurt on the job and needs a ride to his physical therapy appointment. A text message is sent to Derek asking him if he was picked up by his transportation provider. If Derek replies yes, a confirmation message is sent, along with a phone number in case he has additional needs. However, if Derek replies no, the text message is converted to a chat, allowing him to converse with an agent directly. As the conversation continues, the agent can seamlessly transition to a phone call for a more personal and timely interaction.
Now let’s say Derek is one of our many Spanish-speaking injured workers. Our system would automatically translate messages to Spanish and connect him with a bilingual agent.
As circumstances change, our ability to change the way we communicate is crucial to serving the injured worker.
3) We Live a Purpose-Driven Culture
More than 25 percent of our team members have been serving One Call for more than 10 years. When we take a further look at our frontline workers – our care coordinators who tirelessly take calls, schedule appointments, and help injured workers successfully navigate their path to recovery – the average tenure is nearly six years.
Why does our team remain so dedicated? The answer is simple – at One Call, we are driven by our purpose of serving clients and injured workers.
We put ourselves in the place of our injured workers to truly understand how we can help them get back to work and back to life. Our team is dedicated to coordinating care for injured workers because we know this is our unique opportunity to make a difference in the lives of everyone we serve.
So back to this notion of, “The more you get, the more you will receive.” What do we gain from this approach?
At the end of the day, we are a business – we must make a profit. But, when we focus on serving, profit follows. We take that profit and put it toward continuously improving how we serve clients and injured workers. It comes full circle, and everyone in the circle wins.
This is a sponsored post from WorkCompWire marketing partner One Call.