You can only imagine an
outdated medical calling and answering center. The frantic employees –
untrained, overloaded and overworked against the intense calls. Throw a time
limit on this and things get taken to another level. It’s simply one service
that cannot be restricted by employee number, training and closing times.
Time as medical
specialists is extremely scarce. Not just in availability, but urgency. It’s
not one we can play around with. This time needs to be focused on staff, providers
and patients in direct ways. Time spent dealing with your customer service
indirectly, is time wasted. When a practice or service operates like this, it
can be the hallmark of an outdated service. And in a medical environment, it’s
crucial that these services are the first to update.
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And when a medical urgency
arises, the last thing anybody wants to do is play tag on the phone. That’s why
it’s pivotal any medical practice needs to update to a 24/7 answering service.
Whether that’s live custom call centres or automation, these services should be
available to your patients.
Simply put, not having
24/7 service makes a practice dated. It might employ:
Call Limits Out Of Its Control:
teams or call services are genuinely limited on the amount of calls they take.
Madness isn’t it? Especially when we’re talking about the medical services
industry. It’s understandable with an in-house team and having set amounts of
staff on the rota. However there are new-age solutions to this problem with
outsourcing services, capable of
handling and focusing on everything an in-house team can’t.
A Long and Sometimes Exhausting Call Cycle:
Patients are sometimes on
the phone for up to 30 minutes being passed around between divisions…
just to get to the right place. Call rerouting is the bane of most callers.
It’s not surprising when in-house teams are inefficient and often not skilled
enough to deal with a wide range of patient needs.
A Delayed or Lagging Response Time:
Patients can be left
without any resolve for at least 15 minutes after waiting or speaking
with the correct department. When solutions are required, the time simply
cannot afford to be wasted.