Triage matters. You can have the best doctors and nurses in the world but if they’re treating grazes while someone in a critical condition is kept waiting outcomes will suffer. Equally, your world-class oncology specialist will struggle to make an impact if she only sees patients with broken arms. Triage definitely matters.
It’s an important part of any customer support function too. How you prioritise and allocate cases has a direct impact on outcomes. You can have the best trained and motivated agents cheerfully ticking off straightforward queries, but if people with serious issues are being ignored your customer satisfaction scores will suffer. Equally, routing cases to agents best equipped to deal with them can transform speed and quality of issue resolution.
While hospital triage teams tend to deal only with people walking in through the door, the omnichannel nature of today’s support centre makes case allocation far more complex (albeit rarely a matter of life or death). Queries can come in through any channel – website, phone, email, webchat, face-to-face, and so on – and the support team needs to optimise the allocation of these tickets seamlessly.