How to Reduce Wait Times and Call Center Traffic in 2025

Table of Contents

• The Challenges of Healthcare Call Centers

• Alternative Solutions to Decongest the Call Center

  • 1. Call-back Systems

  • 2. Intelligent Assistants

  • 3. IVR with Intelligent Routing

  • 4. Online Booking

• Minimizing the "Cost-to-Serve" Through a Layered Hybrid Model

• The Positive ROI of Investing in Healthcare Call Center Technology

  • 1. Reduction of Direct Operating Costs

  • 2. Revenue Growth

  • 3. Investment Payback Timelines

• The Benefits of Automation in Healthcare Call Centers

In this article we explore technology solutions that can alleviate the problems of phone traffic congestion and inefficiency in traditional service models.

The Challenges of Healthcare Call Centers

Medical center switchboards deal every day with an irregular flow of calls: concentrated during certain time slots – for example, when booking lines open and around the "lunch break" – and periods of substantial inactivity during the rest of the day.

This is a "classic" problem for reception services in any industry: sizing the front-desk structure for peak moments would mean having excess staff during the rest of the day, while sizing it for normal periods would inevitably create "bottlenecks" when contact requests are at their highest.

Staffing, typically "calibrated" as an average between the two extremes, inevitably produces several challenges during peak times:

• Lost business: Prolonged waits or the inability to speak with someone generate frustration: patients often give up or go elsewhere.

• Reputational damage: Sometimes, dissatisfied clients vent their frustration by writing negative reviews on the business's Google page or on platforms like TrustPilot, undermining the healthcare facility's reputation in the eyes of potential future clients.

• Staff overload: Operators must handle incoming requests quickly, often alternating with tasks of a different nature, thereby increasing the risk of errors and stress levels.

• "No-shows": Without an effective system for managing bookings/changes/cancellations, missed appointments increase, with a direct and tangible impact on the facility's business operations.

Examples of common reviews in reception congestion situations.

Alternative Solutions to Decongest the Call Center

Reducing phone traffic without sacrificing service quality or inflating administrative costs is now possible in many ways thanks to technology. Let's look at the main options that can be implemented right away.

1. Call-back Systems

The so-called "call-back" consists of the patient submitting a request to be contacted back. With this simple but effective method it is possible to:

• Reduce abandonment rates, because the patient – even without completing an actual booking – knows their request will be taken care of.

• Smooth out activity peaks, distributing calls throughout the entire working day.

• Help operators, who can better manage callback flows, including splitting them by contact person and type.

A call-back system was implemented, for example, by Centro Medico Metica through the virtual assistant on the company website, where patients are offered the option of being called back by phone after leaving their details and phone number.

In this case, for example, 15% of client-requested actions consist of a "callback request" (most of which are to receive more details about specific services or to request documentation).

2. Intelligent Assistants

While call-back systems enable better peak management, AI assistants – in the form of chatbots or voicebots – allow both managing peaks and handling the most transactional requests, enabling human operators to focus on more urgent or complex inquiries.

Today, AI assistants can typically support a reception desk on many fronts:

• Answering frequently asked questions

• Managing bookings, modifications, and appointment cancellations, including integration with practice management software

• Conversing in natural language via phone or chat, in multiple languages

• Transferring the call to human staff when needed

• Extending 24/7 availability across multiple simultaneous lines

• Monitoring call data in real time for analysis and continuous improvement.

Among AI assistants specialized in healthcare, for example, Virtual Reception is an end-to-end voice solution that integrates from the switchboard number to the healthcare management system via API. This way, the tool can handle 100% of requests, eliminate missed calls, and reduce transactional workloads, transferring only the most complex conversations to staff.

3. IVR with Intelligent Routing

The IVR (Interactive Voice Response) solution with voice recognition can identify the reason for the call and route the request to the most appropriate channel, combining capabilities such as:

• Automatic identification of the caller's "intention" through language models (such as Large Language Models)

• Prioritization of urgent medical calls that take precedence over administrative matters;

• Automatic routing based on pre-determined rules.

The intelligent IVR solution is available in various Customer Relationship & Experience platforms such as Genesys – a contact center platform provider – to receive incoming calls and route them to the appropriate service queues, while also ensuring traditional routing.

4. Online Booking

Web portals and apps allow patients to book, modify, or cancel appointments independently, without the need for synchronous interaction with the facility. The main advantages of online booking are:

• 24/7 availability, including outside business hours and on weekends;

• Reduced workload for the switchboard;

• Integration with the facility's internal Booking Management System (BMS).

An effective example is that of the Virginia Women's Center (USA) which, thanks to a self-service booking system, achieved 25% of self-booked appointments in 6 months, reducing incoming call volume by 1/4 and new employee training time by 70%.

Minimizing the "Cost-to-Serve" Through a Layered Hybrid Model

In the context of healthcare switchboard management, a winning strategy for balancing economic sustainability and service quality is the strategic alignment of the so-called "cost-to-serve". This approach distributes different types of requests across specific channels based on their complexity and the perceived value to the user.

The "call peak" problem we analyzed finds its optimal solution in a layered model that optimizes resources:

• The simplest and most transactional requests – basic information, appointment modifications or cancellations – can be effectively handled by self-service systems such as the web portals and apps we saw in the Virginia Women's Center examples. These tools are always available, require a modest initial investment, and drastically reduce daily operating costs.

• At an intermediate level we find chatbots, ideal for handling standardizable but slightly more complex requests, such as specialist visit confirmations or information about medical procedures. Just like the AI assistants described in this article, they represent a low-cost solution that significantly reduces the workload of human operators.

• For more sophisticated requests, voicebots offer a natural voice interaction that allows for more empathetic and detailed communication. These systems, while requiring a larger investment than chatbots, create value in the user experience and significantly reduce call volumes destined for operators.

• Human operators, the most valuable resource, can thus focus exclusively on high-complexity or high-relational-value activities, exactly as indicated in the section on IVR with intelligent routing.

Implementing this hybrid model not only solves the congestion problems described in the first part of the article, but also avoids the negative consequences such as lost business, reputational damage, staff overload, and "no-shows".

The key to success lies in positioning the right service at the right cost level, leveraging each channel for its specific capabilities and transforming the switchboard into that "intelligent multichannel system" that puts the patient at the center and prepares healthcare facilities for modern, effective, and sustainable management.

The Positive ROI of Investing in Healthcare Call Center Technology

Adopting advanced technology solutions for the healthcare switchboard is not just a qualitative improvement in service, but a true investment with a measurable economic return. Let's see why the intelligent automation of reception processes guarantees a positive ROI (Return on Investment) in the short and medium term.

1. Reduction of Direct Operating Costs

Implementing automated systems enables a significant decrease in staffing costs dedicated to transactional activities:

• Human resource optimization: A switchboard operator can handle an average of 60–80 calls per day. With automation, standard requests are handled by digital systems, allowing optimization of the number of staff needed or requalification of some personnel toward higher-value activities.

• Efficient peak management: As highlighted in the "bottleneck" analysis, sizing the structure for peak moments entails high fixed costs. Automation allows managing peaks without over-staffing, with an estimated savings of 20% to 30% on fixed personnel costs.

2. Revenue Growth

Automation technologies not only reduce costs but actively contribute to increased revenue:

• Reduction of "no-shows": Missed appointments represent a dead loss for healthcare facilities. Reminder systems and the accessibility of tools for modifying/canceling appointments reduce this phenomenon by 25–40%, recovering revenue that would otherwise be lost.

• Increased bookings: The 24/7 availability of digital channels allows capturing requests that would arrive outside business hours. Data from the Virginia Women's Center shows a 25% increase in self-booked appointments in 6 months, many of which would have likely been lost with a traditional system.

• Patient retention: A better service experience increases patient retention. Considering that acquiring a new patient costs 5–7 times more than keeping an existing one, this factor significantly impacts ROI.

3. Investment Payback Timelines

The time needed to recoup the investment in these technologies depends on the size of the facility and the solutions implemented, but on average we can observe:

• Call-back systems: Positive ROI in 3–6 months, with modest investments and immediate benefits on workload distribution.

• Chatbots and AI assistants: "Break-even" reached in 8–12 months, with progressive savings that increase as the system is refined.

• Advanced IVR systems: Return on investment in 12–18 months, with benefits that also extend to the facility's image and reputation.

• Integrated online booking platforms: Positive ROI in 6–10 months, with significant impacts on both operating costs and increased bookings.

The Benefits of Automation in Healthcare Call Centers

Automating part of the front-desk and call center activities is not just a technology choice, but a strategic lever for improving the entire patient reception system.

The solutions we've examined offer tangible benefits for both patients and healthcare staff:

• Reduced waiting lists

• Greater patient satisfaction

• Optimized human resources

These benefits are not just a matter of comfort – they can directly influence patient health. An inefficient phone system can cause patients to give up, delay diagnoses, and generate widespread frustration. New technologies make it possible to transform the switchboard into an intelligent multichannel system. This doesn't mean replacing human interaction, but enhancing it, freeing staff from endless queues and repetitiveness. It's a "win-win" strategy that puts the patient at the center and prepares healthcare facilities for modern, effective, and sustainable management.