Unternehmen, die ihre Kunden lieben, vertrauen auf Talkdesk.

There have been huge performance increases in our call abandonment rate, our service levels, our call answer time, for those areas where we have centralized. In part I will say the technology and, in larger part, how we manage operations and a workforce management aspect to this. So, the workforce management aspect and the performance management is a core component to Talkdesk. So it's that data that we use to look at how we need to shift again resources, where we need to make things happen differently. That exists in my centralized function. Two years ago, if we were getting 30% service level, and that means any call answered in less than 30 seconds, that was good. Today, we're closer to 60% and we want be at 80%. I actually wanna be at 100%, of course, but we're targeting 80%. So, we've more than doubled our capability in the service level criteria, which is a great area to see movement. Significant benefit too in the last two years by doing this, is that we're actually seeing growth and more throughput of patients getting through to us, engaging us in multiple ways, and we are at not just capacity, we are overflowing. We're adding doctors, we're adding more employed doctors, or doing more creative things on the patient flow side because the growth that this has lent itself to has been extraordinary. And that in part, I hope I can blame in a good way that it's what we've done in our contact center. We've opened the funnel, so more and more is coming in. The second thing I would say is overall satisfaction. So, not only are we seeing more patients and getting more throughput in that way, but I'm hearing more and more stories about how our patients have a good first experience with us. You have a bad experience on the call center, and you get an appointment for three months later, you remember that and you come into that practice and you're not happy. And now we're getting people in more timely, and they're coming in saying, "Hey, that experience in the call center wasn't a negative one." That's a good story because, you know, again, patients are already in a heightened state of concern. They're coming here because, typically, they don't wanna come here. They're coming here because either they're sick, they're concerned about something. It's a very fragile place to come and work.