Is virtual diversion the future of the client care division? Many organizations are looking for ways to improve their services and improve their client experience. One way to do that is to improve the way they gather data. For example, one tool to collect data is to create process maps. Process maps can help you analyze your processes from different perspectives and develop relevant metrics. This tool can help you determine which types of clients are better served by virtual diversion.
The study was conducted during a pandemic situation in New York City. Thus, results may not apply in other cities or conditions. The study’s optional nature may affect satisfaction data, which could be biased if patients were frustrated with the lack of contact. Furthermore, limited survey responses may not accurately reflect patient satisfaction. The data from virtual diversion may also be distorted by other confounding factors.