How FCMS Transformed Patient Support with Intelligent Automation

A community-focused healthcare provider reshaped its urgent care experience with smarter routing, reduced wait times and more empowered call handlers.

The Challenge

FCMS, a leading urgent care provider in the UK, faced a significant challenge in managing their Dental Helpline contract. The increasing volume of calls and the complexity of queries were putting an extra load on their existing contact centre. FCMS were looking for a solution to ease call handler frustration, inefficient call routing, and improve patient satisfaction. To address these issues, FCMS partnered with Babble to implement a cutting-edge contact centre solution.

Challenges

High call volumes
Rising average handle times
High call abandonment rates on IVA

Benefits

Reduced call volume by 7.5%
Increased self-service options
Decreased average handle times

The Solution

FCMS introduced an NLP-powered Intelligent Virtual Agent (IVA) and contact centre optimisation platform to reshape how patient calls were managed.

The goal wasn’t simply to adopt new technology, it was to create breathing room for staff, restore calm in the contact centre and make patient journeys smoother.

The IVA played a crucial role by:

Redirecting inappropriate calls away from the helpline
Asking smarter NLP-driven questions
Supplying call handlers with helpful caller details before connecting

With the pressure eased and better information at their fingertips, agents could focus on what mattered most: resolving patient issues with clarity and compassion.

“Before Babble, our call handlers were overwhelmed, and our patients were frustrated. Now, it feels like we have a whole new team. The NLP-powered IVA has really helped us route calls efficiently and reduced inappropriate calls. We were initially apprehensive about the potential disruptions that might occur during the implementation process. However, Babble's team exceeded our expectations, ensuring a seamless transition with minimal downtime. Their expertise and professionalism were evident throughout the process.”

Ben Melvin

Head of Business Intelligence and PMO

“The ability to customise our IVA has been invaluable for our operations. This not only streamlines our processes but also ensures that our agents have the right information at their fingertips. As a result, we can respond more effectively to our patients' needs, enhancing their overall experience with us.”

Vicky Noon

Digital Systems Lead

7.5% Reduction in Call Volume

By filtering and redirecting unnecessary calls, the team immediately felt relief from the relentless volume.

Enhanced NLP Questions

Patients reached the right place faster, reducing both waiting time and stress.

Shorter Handle Times

With contextual data prepared before each call, handlers could assist patients more effectively and efficiently.

Consistent Patient Experience

With an integrated voice experience, FCMS delivered a unified and predictable journey across channels.

Improved Communication

Staff shared how receiving key caller information, such as postcode, enabled them to set expectations early and guide patients confidently. This clarity not only reduced pressure but also improved overall dialogue.

Patient Satisfaction

Patients appreciated being kept informed, especially during busy periods. Understanding wait times and service availability helped manage expectations and reduce anxiety, leading to more positive interactions.

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How FCMS Transformed Patient Support with Intelligent Automation

The Customer