How Call Centres Benefit the Healthcare Industry

The healthcare industry may not be one that many people associate with call centres, but it’s one field where the use of call centres is rapidly growing. Call centres can provide numerous benefits in this particular field. Here’s how call centres benefit the healthcare industry.

Better customer service for patients

Whether a patient needs to schedule an appointment or pay a bill, a call centre can help make the process a smooth one. Often, healthcare facilities are overwhelmed with calls, especially during cold and flu season. While staff are trying to take care of patients in the office, phone calls may go unanswered or left on hold. Using a call centre means more patients get help more quickly and more efficiently, which is a win for both the healthcare facility and the patients.

Less pressure for staff

If staff are trying to deal with constantly ringing telephones, it can make it difficult to deal with patients who are present in the office. Trying to cover the phones and deal with patients, administrative tasks, and other day to day activities can lead to staff feeling overwhelmed and stressed.

More efficient

Having calls routed through a call centre can be much more efficient than trying to handle them in the healthcare facility. Having an adequate number of representatives taking calls means fewer calls get abandoned by frustrated customers. This can make a big difference when it comes to patient satisfaction and retention rates.

It also means that calls can be directed to the appropriate individual or department and customers spend less time waiting to be assisted. Customers who need to speak to a medical practitioner can be prioritized over those who simply have an inquiry about their appointment or account.

Because it doesn’t take time away from staff who are dealing face to face with patients, it makes the entire process run much more smoothly. And, the staff in the healthcare facility can focus on providing a better experience for their patients.

To find out more about how call centres benefit healthcare facilities, or to see if a call centre is right for your business, visit Answer 365 today.