Your VoIP System's Hidden Goldmine

Your VoIP System's Hidden Goldmine

Every Monday morning, a healthcare organization noticed consistent call volume spikes from patients asking about Tuesday procedures. The pattern was obvious, but the root cause remained unclear, until they activated the call recording feature that had been available in their VoIP system all along.

Most organizations already own the technology

Healthcare organizations typically use VoIP platforms like RingCentral, Vonage, or GoTo, yet many never activate their call recording capabilities. These systems are what are used to have conversations with insurers, patients, pharmacies, and everyone in between. Without systematic analysis, the data provides limited operational value. How much time was spent on rescheduling? Are certain agents leaving patients frustrated? Has a pharmacy or insurance company changed their rules?

Common patterns emerge from call analysis

The healthcare organization discovered their Monday call spikes occurred because patients weren't receiving clear pre-procedure instructions. An automated reminder campaign reduced these routine calls significantly during peak hours, freeing up staff to take care of other work that needed to be done.

Patterns like this can only become visible through systematic call analysis, which can only happen after listening to every single conversation that happens every single day inbound and outbound out of a facility. How exactly does that happen?

Transcription technology has become more cost-effective than ever before, and large models of Whisper can help take thousands of hours of audio recordings, and quickly turn those into text-based conversations of what happened on the phone. Using natural language processing techniques and LLMs, thousands of hours of conversation daily can turn into clean, structured intelligence that tells you where your biggest bottlenecks are.

Understanding before automating

Rather than implementing automation solutions immediately, many healthcare organizations should first understand their actual call patterns. Transcription models and LLMs in tandem can transcribe and categorize conversations, revealing which issues consume the most staff time and when problems typically occur.

Automations shouldn’t be implemented in the dark, and performing this analysis consistently allows you to hold AI agents and automations implemented accountable to the outcome they were supposed to give you. If a company says they’ll handle scheduling calls, and you don’t see a meaningful decrease in scheduling calls in your VoIP recordings, you can hold them accountable doing a systematic review as Flexbone’s Voice Room provides. Usually, a small number of issue types account for a disproportionate amount of call volume. Organizations can then address these specific problems rather than implementing broad solutions.

Practical implementation

Flexbone’s Voice Room is an AI call center software that can integrate with existing VoIP platforms without requiring system replacements. Implementation usually takes about two weeks, with ongoing categorization and trend analysis available shortly after.

Organizations using AI contact center solutions  report significant improvements in customer satisfaction score (CSAT). Call center quality analysts get better data for coaching. Patients spend less time listening to the same recorded message, and agents gain live support instead of relying only on outdated standard operating procedures (SOPs). 

Ready to see what this looks like in practice? Get in touch with us below and explore how Flexbone can transform your healthcare contact center.