Are Healthcare Leaders Utilizing the Full Potential of Call Centers?
Since 2020, everyone has realized the true relevance that healthcare centers hold in our society. Moreover, the Covid pandemic has changed the entire way healthcare call centers function.
There was a stupendous demand for medical care, with people contacting doctors remotely via video conferencing and calls.
As hospitals also return to normalcy, it is imperative for healthcare leaders to analyze how they can seamlessly reduce the gaps between a patient and a doctor.
A survey found that a staggering 93% of call centers are managed from within the hospital itself. While it ensures better transparency, it can also lead to scaling issues as healthcare centers may not be privy to technological updates in call center software.
Customer experience is of enormous importance in the healthcare industry as many admissions occur due to positive recommendations from ex-patients who received caring and exceptional service during their Aerobic Exercise programs.
In this blog, we discuss whether healthcare leaders can capitalize on the potential of their call center services. We also discuss-
- Healthcare call center is like any other call center…right? WRONG!
- Key indicators medical call centers should be mindful about
Healthcare Call Center is Like Any Other Call Center…Right? WRONG!
In several ways, medical call centers are different from regular contact centers. A healthcare call center’s major function is connecting a patient to a doctor and relaying important information such as test results, diagnosis reports etc. between them.
There are some other differences between these two types of call centers.
Let’s dive in.
1. Strict Rules and Regulations
Connecting with customers is a skill call center agents are expected to have. In medical contact center services, the demand becomes all the more pressing.
This is because patients are sharing very personal details about their life with the expectation that agents would be understanding of their medical issues.
Hence there are many strict regulations that a healthcare call center must comply with to prevent misuse of a patient’s data.
2. Call Volume is Significantly More
As per a report, almost 40% of patients seriously consider the reputation of a medical professional while looking for healthcare options.
Since medical contact center agents are the first point of contact for patients, they play a crucial role in deciding whether the patient decides to get treated by a particular doctor.
Moreover, healthcare assistance is often needed round the clock, therefore, healthcare call center agents have to handle higher call volume as compared to customer service reps working in a different industry.
Key Indicators Medical Call Centers Should Be Mindful About
As discussed in the previous section, healthcare call centers function differently than any other contact center.
Therefore the parameters used to indicate the success or failure of their services are also unique.
1. No. of calls taken to resolve patient queries
This indicator directly reflects the quality of service offered to the patient. In ideal situations, healthcare call center agents should be able to resolve patient queries in the first call itself.
First call resolution (FCR) rate can be improved by analyzing your agent’s performance and locating areas of improvement. You can subsequently put them up for call center coaching to equip them with the necessary skill set.
Remember, a well-trained agent is the first step toward ensuring a better experience for patients.
2. Response Time
In the medical field, response time is critical. It refers to the average time a patient spends before being connected to a healthcare representative.
Patients can need assistance at any time thus it is absolutely necessary that the response time is curtailed to the minimum.
If you notice that the average response time in your call center has been up for some time, it’s time to deploy contingencies!
You can look to train agents, employ advanced call center software or increase your workforce.
3. Abandonment Figure
This indicator is closely related to the response time. It means the number of patients that cut the communication before being connected to an agent.
Call abandonment can happen due to several reasons. But the primary amongst them is an increased hold time. In the medical field, every second is gold.
While a slightly higher hold time may not seem much, it can become a matter of life or death for the patient.
Modern-day medical call centers are solving the high hold rate issue by adopting contemporary techs such as AI and machine learning.
AI-powered platforms keep you abreast of the changes in patients’ expectations. You can also monitor each agent’s performance individually by recording and analyzing all inbound and outbound calls.
4. Customer Experience Score (CES)
A customer experience score is an indicator that reflects how patients perceive your services.
CES ranges from -100 to +100 and is generally undertaken once the patient’s queries have been resolved. It can be done either by a follow-up call, a survey, a form etc.
Medical call centers should aim to keep their CES close to +100. A low CES is a sign that you need to pull up your socks. It’s an opportunity to reconnect with patients who faced a poor experience.
By following up, you reaffirm your commitment to ensuring zero cases of poor customer experience in your call center.
If you keep these indicators in mind, you can definitely improve the performance of your healthcare call centers.
Such call centers are different from any other contact center since they deal with medical patients. Healthcare call center reps must be swifter and more empathetic while handling patient queries.
As call center managers, it is your duty to support your agents and make them feel motivated. You can do this by using positive motivation and empowering them with the latest call center software.
While there are a number of ways of providing encouragement, you may get started with one that offers simplicity and automation on the same plate- Convin. The platform uses AI, natural language processing and machine learning so that your services go above and beyond customer expectations!
When it comes to a patient’s health, there is no space for even 0.01% compromise. Sign up with Convin to ensure your patient’s safety and security.