Call Reason

InsightPro allows Customer Service Representatives (CSRs) to capture and document the reasons for a call so they can efficiently categorize and manage inquiries based on the nature of each call.

CSRs are prompted to select the appropriate call reason when they initiate or receive a call by selecting from a list of dynamic call reasons based on whether the caller is a member or provider. Call handling procedures and workflows can then be improved based on regular feedback and improvement recommendations from this tool.