Tackling Call Center Challenges

From reducing hold times to filling scheduling gaps, AI is helping healthcare providers handle staffing shortages, call surges, and revenue loss

Healthcare call centers are often the first touchpoint for patients, but they’re under immense pressure. Heavy call volumes, long calls, and staffing shortages can overwhelm even the best teams.

This month, we’re exploring how AI can ease these challenges, helping call centers provide better, more efficient patient care.

Top Call Center Challenges (and how AI can help!)

#1: Staffing Shortages and High Turnover

Staffing remains a critical challenge in healthcare, with 58% citing it as their biggest hurdle last year. High turnover and burnout, often caused by empathy fatigue, only compound the issue.

-> AI can help relieve some of this burden by automating tasks like appointment scheduling and data retrieval, leaving staff with more energy and time for high-value, patient-centered interactions.

#2: High Call Volume

Even with online scheduling options, nearly nine in 10 patients still book by phone some of the time. This reliance on phone scheduling means call centers experience high call volume, especially during Monday mornings and peak hours like lunchtime when missed calls can spike up to 50%.

-> AI-driven solutions handle unlimited volume and offer 24/7 support, intelligently routing calls and handling routine queries to ease bottlenecks and help staff focus on complex patient needs.

#3: Long Hold Times

Understaffing and spiky call volume throughout the day can lead to long hold times of 10+ minutes. This frustrates patients, resulting in abandoned calls, patients turning to competitors, and even negative online reviews. These delays not only strain patient relationships but also damage your practice’s reputation.

-> Parakeet’s AI agent helps reduce hold times by quickly answering frequently asked questions, automating follow-ups on inbound referrals, and managing call spikes to keep patients engaged and satisfied.

#4: Missed Revenue Opportunities

One in eight calls are abandoned without a message, meaning potential patients may look elsewhere for care. Unfilled cancellations also leave gaps in schedules, affecting productivity and revenue. Without adequate resources, revenue-generating activities such as backfilling cancellations, booking referrals and patient outreach are put on the back burner.

-> With AI ensuring no call goes unanswered, patients stay engaged and more opportunities are captured. Parakeet’s AI voice platform can be used to proactively manage outbound campaigns to maximize revenue.