If you run a hospital or other medical facility, you may be aware of problems when a number of patients call at once. As your staff is helping a limited number of people at a time, that means additional callers are likely put on hold and have to wait to get help that may just seem very simple to get if not for a large call volume. A lack of staff can lead to unhappy patients that may affect their loyalty to your practice moving forward. When you cannot afford to lose patients because of your call volume, you may need the help from a medical call center.
With medical call centers, you can have additional help for when there are not enough staff to answer phones. When a caller calls your location and nobody is available to take their call, that call is forwarded to an outsourced call representative where they will talk to the patient and help them with their problem like normal. Here are three big benefits of hospitals employing the services of medical call centers:
1. Fast Response Time
Any delays in getting through to a representative will leave callers more upset than pleased, just like customer service from a big company. Thus, it’s important to make sure that the customer service is helpful to every caller and patient that wants to talk to one of your staff members. When a call representative picks up the phone and the caller only have to wait for just seconds, they already have a great experience and will continue to expect more on the actual call. Callers who are waiting a long time, and even have to be placed on hold, are more likely to give up, which can be a detriment to your business.
2. Less Work for Your Current Staff
It’s like an art for somebody to quickly answer a phone and get inquiries from patients quickly. This might not be what most of your current staff excels at, so hiring a medical call center can ease most of your administrative burdens while also improving upon performance in your customer support. Your staff likely has other tasks to do throughout the day, and having to answer calls can actually distract them when it isn’t their primary focus. A medical call center on the other hand, could allow them to stay concentrated on work so they remain productive while answering phone calls from patients are in more capable hands.
3. A Guaranteed Return on Investment
Hiring a medical call center for your practice is considered a vast improvement in more ways than one. From large hospitals to self-employed physicians, medical call centers are found to increase revenues and retain patients thanks to these added services that don’t take away from anything your office currently does. With medical call centers, operations are streamlined, requiring you to spend much less on your end, which will increase your profits from patients who will continue to do business with you. Because of this cycle, hospitals save money and have the potential to gain more. There would be no need for you to hire additional employees to take on calls, and a medical call center costs less per month than a new recruit on the payroll.