At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly patients who are alone and experiencing a medical emergency.
Honestly in some ways this is such a stupid solution to the problem.
When it comes to cost saving or on the other side of the coin efficiency. The most useful thing is to remove it not make it cheap.
We should be looking and giving people very good and easy alternatives elsewhere were they don’t need call centres at all.
I called my doctors a million times to book an appointment and if I could have done it all online I would have. This is how many times I called:
Went to hospital and Dr told me book drs appointment.
called to book
they call back asked futher questions
got one (got told to come back by doctor)
can’t book that doctor for the future call up first thing in the morning at our busiest and we can rush you in. (I then got a job so needed to book)
we have no staff call back when we do (didnt say when)
called. We have no appointments call be next week. “Can I book that Dr”? “I don’t know. You’ll have to call back Tuesday”
I’ll call back next tuesday.
This isn’t fixed with an AI this is fixed by me being able to book an appointment online. If the Dr needs to give me a slip for one booking approval to not be abused so be it. Receptionist doesn’t need to know my business so fuck them.