Customer experience is essential for any business these days, and you surely don’t want to upset them by having the phone ring and not be answered. Earlier, outsourcing a call centre was primarily used by the non-healthcare sector, but now, the times have changed. Healthcare sectors find it best to assign query taking to doctors answering services because of many reasons. Let us take a look at it closely.
Challenges faced by healthcare centres
Maintaining proper communication with the patients can be difficult if you are working on a large scale. How will you feel if you have a serious problem to address and you can’t get on the call with your doctor? It will be a terrible time, and we are sure you won’t be calling them again in times of an emergency.
Below are some of the healthcare industry’s challenges and the best way a call centre can help avoid them.
- 1. l Delayed appointment reminders:
Believe it or not but, there are a lot of patients who depend on appointment reminders. Sending appointment reminders is one way of telling the patients that we care for them. Delay in appointments can cause chaos, and it’s not good that a care provider misses an opportunity to please the customer. Doctors answering services provide a permanent solution to this problem. They help deliver on-time appointment messages so that no one misses their chance to get well soon. Timely appointment reminders please the patients as they might keep on forgetting about it.
- 2. l Managing all types of calls together:
There are times when you have more than ten appointments to handle during the day, and the next thing that happens is a wave of query calls, more appointment calls and billing-related calls set the phone ringing. One single person at the reception can’t handle these many calls at once. To avoid confusion, the best solution is to find a health care call centre with multiple departments for multiple purposes.
- 3. l Installation of a communication software:
Professional calling services require you to install expensive software, and to set that up is also a task of its own. To avoid overspending of money and manage everything smoothly, one requires external help from doctors answering services. They will anyways need the software and won’t face problems with multiple communication channels.
- 4. l Not so friendly way of communication with the patients:
What happens when you are having a tired and busy day? You tend to get irritated at questions that are useless or don’t require professionals help. There is no room for rude behaviour when handling customers for your business, and a healthcare facility cannot afford that to happen. Appointing call centre services may reduce your stress. They also know the skill and the way of dealing with customers. So, they won’t disappoint you with their rude behaviour.
- 5. l Calls being put on hold for a lifetime:
Calling a hospital for help and being put on hold for a good 15 minutes is not the kind of response you expect. Call centre executives will be there for your customers 24/7 and help you avoid all the chaos at once.
So, why not think about appointing these services and make your work a little easier?