Outsourcing medical answering services for the medical industry is not a new trend; it has been a widely used option now for decades. However, as COVID-19 spreads globally, health care workers on the frontlines are at risk of acquiring this dangerous disease. The medical industry has been overwhelmed with this pandemic and it is an “all-hands-on-deck” time right now.
Let’s take a look at why and how outsourcing an answering service is beneficial for you and your staff in the medical industry.
Since the beginning of the COVID-19 outbreak, the medical field has been taxed nearly to the breaking point. Given that we haven’t seen the end of this worldwide pandemic, frontline personnel is poised to continue offering around-the-clock medical services in an already-strained environment with no end. With the scenario that medical professionals are immersed in, many staff members are unable to deal with the high volume of calls that come into doctor’s offices, hospitals, and other medical facilities. on top of that, staff are out-of-office due to self-quarantine, illness, or vacation with a backup of messages and calls creates a nightmare scenario.
When you outsource your answering service, a well-trained experienced agent is available to answer calls, much like your front desk reception would. They can also answer common questions and forward necessary calls to medical staff. Depending on your practice and customer needs, with current conditions, you could save hundreds of hours each week by using an answering service. Answering service professionals will work with your desired call overflow and ensure all necessary calls make it through to your desk.
We are living in an unprecedented time and each one of your patients is facing the extremes of lockdown, social distancing and stay-at-home orders. It is crucial to offer alternative methods for communication between patients and medical offices beyond physically visiting. Ensuring availability for patients to call in and receive answers to their concerns and questions is more critical now than ever.
When a pandemic or national crisis hits, there are no regular “office hours” for most medical personnel. Patients need to call in at all hours of the day and night. With emergency rooms already filled and urgent care greatly strained, calling your office might be the only recourse available when a medical question arises. Due to this, patients need the ability to connect with a live person 24/7 to address concerns.
While outsourcing to an answering service will save you time in answering phone calls throughout the day, answering services go far beyond taking phone calls. The professionals you hire can also schedule appointments for your patients and set reminders on shared calendars. An answering service can set appointments and send reminders to your patients via text messages, email, telephone and smartphone app.
An answering service can save your medical office thousands of dollars. When you hire an answering service, you save expenses related to:
Time management for medical professionals is crucial. If you’re not on break, then you are either helping patients or attending to stacks of paperwork at the end of each day. Taking extra phone calls, which can be efficiently answered by someone else, uses up your valuable time instead of maximizing the hours in your day.
By hiring an answering service, you’ll be able to devote time to the most important tasks in your day. Your staff can focus on their patients, paperwork, and answering calls that need individual attention. Rather than taking every call that comes in, you’ll be able to prioritize calls according to the level of importance and urgency. You’ll never miss a vital call that needs your attention. You can assure your patients are receiving excellent customer service and professional care when you’re not able to answer the phone.
During a crisis, such as the pandemic we face, or a national disaster, outsourcing your answering service enables you to keep phone lines open 24/7 for patients and employees. When medical crises hit, medical offices are the first to become overwhelmed by the influx of visits, calls, and requests. By hiring an answering service, you do not only maximize your efficiency during normal conditions, but you also prepare your office and your employees to handle the crisis more effectively. Ensure your office stays available for patient and employee call-ins and make sure your phone lines never get jammed, no matter the situation you face.
When you combine instant 24/7 availability, more time to dedicate to your patients, and high-quality care and customer service, you provide a much more enjoyable and satisfying patient experience. The more efficiently you run your medical offices, the more efficiently you’ll be able to see your patients. You’ll also be able to spend more time with them since you won’t need to dedicate any more time than necessary to answering the phones.
With increased efficiency and less wait time, your staff will be able to focus on the patients who need your services. They will also feel less pressed for time and can provide a more peaceful and calm patient experience. The more time and efficiency you can introduce to your offices, the more you can focus on current patients, engage with staff, and take on new patients as you free up extra time. No matter what a day may bring, you can rest easy knowing every patient under your care has 24/7 access to a professional who can answer their question, calm their fears, schedule an appointment, or connect them with appropriate staff.
Outsourcing answering services can help your offices avoid the influx of calls and taking hours away from staff that has more pressing matters at hand. During a pandemic or other crisis, outsourcing can provide numerous benefits for your office and your employees.
Publish Date: April 15, 2020
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
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|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Automate insights from all your customer communications
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
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CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
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CROSSCRM.CX - CRM Dataviz Module
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
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eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
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ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|12.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
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Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
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QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
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Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
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