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Using medical call centers as a resource for retaining patients
For many physicians’ groups and other medical practices, outsourced call centers are the initial point of entry for patients and are the primary way that patients connect with their doctors. This means that how patients interact with the staff of their doctors’ offices call center companies can be critical to how they feel about their treatment and even influence decisions such as if they choose to leave the practice and find another doctor.
Just like in any business, it costs more to bring a new patient into a practice than it does to retaining existing patients, and in today’s economy doctors need to be concerned with keeping their practices as full as possible. This means maximizing every available solution for maintaining current patients – including the call center.
Unfortunately, too many call center companies are more focused on productivity than providing excellent customer service. While this is understandable – for companies providing a virtual call center solution, they earn more money with the higher volume of calls they handle – it doesn’t help to create an atmosphere where callers are treated as patients with medical issues instead of callers who need to be dealt with as quickly as possible.
One solution to this problem is to provide bonuses to your answering service or call center company for customer retention. Set parameters where if you manage to retain a high percentage of patients each month, the call center receives a financial benefit. This will encourage them to have their staff spend extra time and devote more resources to customer service. Another option is to engage in customer surveys, which can tell you how your call center is making your patients feel about their service. If they are getting consistently low marks, you might want to consider trying a new service yourself.