Using Data Analytics to Improve Healthcare Call Center Performance

By Your Health Magazine

Call centers play a crucial role by becoming the common link between the customers and the service providers. It is based on the data collected by the call centers; the concerned industry formulates its future plans. Healthcare Call Center Services have been proven to be the best investment in the medical sector. Therefore, various strategies are undertaken to boost the operations of the healthcare call center.

In this article, we’ll see how the firm could use data analytics to further give impetus to its main goal- rendering quality services to patients.

Demarcate and Categorize

The center receives numerous calls from patients or customers. The agents engaged in this process could classify the various calls. This classification could be like:

Situation-Based: Segregating calls based on the type of medical aid that the patients seek can give insight into the growing demand for concerned treatment, which eventually helps the healthcare center allocate the resources accordingly to meet the diverse needs of the patients.

Segregation by Age: The call center before referring to visit the healthcare center, gathers data about the caller with regard to names, age, and address. By classifying these callers on a particular slab based on age, thus the data being collected depicts the age group who are frequent callers to the center. Therefore, targeted policies and offers are being created to cater to these age groups.

Track Results

After the patient has been diagnosed at the healthcare center, the agents engaged in the Healthcare Call Center Services could follow up on those patients. By interacting with them, you would come to know whether they require further treatment. The data thus collected through tracking the outcomes of the patients by the call centers would enhance the level of trust and loyalty of the patients towards the health care providers.

Analyze Call Center Performance Data

Performance may be measured by looking into

Average handling time for calls
Abandoned calls number
Call volume patterns on a daily and timely basis

This information can reveal inefficiencies that need addressing to foster improvements. For instance, a high volume of abandoned calls may indicate the need to increase staffing during busy periods.

Another way to use call center data is by measuring customer satisfaction levels. This can be done by checking survey feedback or the number of repeat calls from customers. If the customer satisfaction level seems low, you can take steps to improve aspects like agent quality or call management procedures.

Enhance Patients’ Experience

The patients generally rely on Healthcare Call Center Services, is because they aren’t satisfied with the level of treatment that is provided by the concerned healthcare providers. Therefore, these types of complaints should be the prime focus, and the center, by working to rectify these mistakes, could immensely improve the level of satisfaction of its patients. When the vacuum created by mistreatment by the healthcare center is met, there are fewer chances to receive calls or complaints to the service line of healthcare call centers.

Conclusion

Healthcare Call Center Services play a major role in determining the reputation of the firm, as it is mainly upon their recommendations that the patients visit the healthcare center. They expect the same output as explained by the call center. Therefore, dont undermine the data that is gathered by these call centers.