Healthcare Contact Centre Software
Healthcare organisations face rising competition regardless of their scale. Customer experience is more important than ever before, which has led to the rise of healthcare call centres. These medical call centres provide an important link between medical staff and patients. By improving the patient experience and simplifying administrative work, clinical call centres bring benefits to both patients and medical personnel.
What is a healthcare call centre?
A healthcare call centre manages incoming and outgoing calls for healthcare organisations. Any type of healthcare organisation can benefit from a clinical call centre, including hospitals, clinics and medical offices, hospice, nursing homes, and more. Medical call centres optimise time-consuming administrative work like managing appointments, providing information about services offered, resources available, and at times even consultations with medical professionals. By streamlining the flux of calls, healthcare call centres allow medical personnel to focus on meaningful work while providing a quality patient experience.
What are the infrastructural needs to set up a medical call centre?
The simplest way to set up a healthcare call centre is to subscribe to a VoIP service, which can be accessed through any Internet-connected device and connected to existing hardware. Because the business telephony system is software based, there will be no more need for expensive hardware upgrades. Ringover would take care of all upgrades and software updates for you, including providing assistance for the onboarding period. With call centre software powering your clinical call centre, you’ll have access to sophisticated telephony features that ease daily operations and improve the patient experience.
How to optimise your healthcare call centre for better profits & lower costs?
Call management
For clinical call centres who receive and make calls for a wide range of purposes, call management is one area where VoIP telephony features make a significant difference. Interactive voice response (IVR) allows callers to navigate a preset options menu independently. The medical call centre staff saves time, and the patients are empowered to access the information or personnel most helpful to them. VoIP software also provides the feature of call routing, which allows you to set rules regarding the call influx to your healthcare call centres. You can set your business hours, and route calls to the most appropriate team members.
Omnichannel communications
With the multitude of communication channels available, patients have their choice of communication. They expect to receive communications from their medical call centres in their preferred manner too. If you’re still opting for a hardware-based telecommunications system, you won’t have the diversity of communications options necessary to meet patients’ expectations. With a business phone system, you’ll offer your patients not only phone calls, text messages, videoconferencing, and more. While this increases convenience for your patients, your practice will also be able to send important appointment reminders to decrease the rate of missed appointments.
Track performance with accurate KPIs
Investing in VoIP software is a great first step to optimising your medical call centre’s operations. But to understand the initial effects of your VoIP service and continuously optimise your operations, tracking KPIs is key. That’s why Ringover provides an intuitive analytics dashboard. You can easily understand your team’s service level on individual and collective levels. Plus, the dashboard allows you to easily pick up graphics–ensuring reporting is a snap!
How to set up your medical call centre correctly?
Setting up your healthcare call centre with Ringover is very simple. You simply have to sign up and download the application that you will find in Windows, Apple or Linux. Once downloaded, go to the account icon to enter your Ringover credentials. Now you’re ready! Start creating numbers and link them with your customer service team, create an IVR menu and enter routing rules to automatically divert calls to the right department or person. If you have any questions, our support team is available at any time to guide you through the process.
Why use Ringover’s call centre for healthcare?
Compare Ringover Contact Centre features to other contact centre platforms.
| Solution | Price | Features | Ease of Use |
|---|---|---|---|
| Ringover | |||
| Zendesk Talk | |||
| RingCentral | |||
| Freshdesk | |||
| Dialpad |