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Article : 4 Ways to Improve Patient Engagement with Your Call Center


In the age of digital, a phone call can be the best thing to cut through the noise, solve a problem, answer a question, and truly build a relationship between an organization and a customer. In the highly personal business of healthcare, this can be especially true.

For many healthcare organizations, the call center has traditionally served as a switchboard for routine calls and, more often than not, callers were transferred to other offices or areas of the health system to have their questions answered or problem solved. This often leads to a less than optimal patient experience.

However, if the right tools are in place, the call center and its agents can play a key role in improving patient engagement. Consider these four ways to better integrate the call center into the greater marketing strategy and drive patient engagement.

  1. Empower Agents with Data

Today’s healthcare landscape is crowded and consumers are doing research in order to find the health system that’s right for them. More than half of consumers (52 percent) report searching online for health- or care-related information. The same survey found one quarter of respondents use scorecards or other rating websites to compare the performance of different hospitals.

In order to stay competitive and meet the needs of customers, many healthcare systems have adopted an omnichannel approach to their marketing strategy. One of the keys to a successful omnichannel strategy is the development of a 360-degree view of the customer. What this means is the healthcare organization builds and enhances customer profiles with up to date information that can be used to have more personalized engagements, no matter the marketing channel.

Technology like a healthcare CRM goes beyond electronic health records (EHR) and allows organizations to record patient engagement data, such as recent interactions, appointment history, customer interests, and demographic information. As different departments (i.e. marketing, billing, and a primary care physician) interact with the patient, data can be added to their profile. Then, when the patient engages with the call center, the agent isn’t starting the interaction from scratch. They have a more complete view of how and why the patient has engaged with the organization previously.

Empower call center agents with the data and analytic insights available within healthcare organizations to provide richer patient experiences and develop more complete customer profiles with each interaction. It allows the call center to no longer be a siloed entity, but a key touchpoint and engagement center for the organization. With the majority of healthcare professionals stating data analytics is an extremely important competitive differentiator, healthcare systems who fully utilize data can set themselves apart.

  1. Centralize Common Requests

Customers appreciate efficiency. In fact, 86 percent of customers say that getting a satisfactory answer to their questions equates to excellent customer service. As a result, health system call centers should strive to accommodate multiple requests with a single agent.

Consolidate common requests, such as appointment bookings, provider referrals, and event registrations, within the call center to provide customers with the opportunity to check multiple items off their list, and/or offer additional services they may be interested in (for example, a flu shot clinic is coming up in the caller’s area). With access to customer profiles in a healthcare CRM, call center agents are able to drive engagement and deliver more a personalized, efficient customer experience.

  1. Create Scripts for Personalization

The call center should play an integral role in a healthcare marketing strategy. In order to ensure alignment with campaign messaging and objectives, agents should use scripts to help guide customer interactions. The ability to personalize these scripts add value to the customer interaction.

Multiple scripts can be created to reflect different types of interactions (i.e. incoming phone call from a marketing campaign, leaving a voicemail message, outbound reminded care call), but at the very least, each campaign should have a unique script that agents can tailor to each customer and personalize to the individual’s unique customer journey.

Scripts help to create consistent customer experiences and help representatives connect and engage with the patient, identify their needs, and accomplish the call objectives. Agents should receive training on how to effectively personalize interactions in a way that builds the relationship and encourages engagement with the organization.

  1. Organize Outbound Calling Campaigns

So far, we’ve only discussed how the call center can be leveraged to drive patient engagement in inbound marketing situations. However, when paired with segmentation and target audience development for specific marketing campaigns, it can be an effective outreach tool.

Outbound calling initiatives can be used to re-engage potential leads, build better relationships with existing patients, and deliver additional care. Using patient data, specific audiences can be segmented and tagged for call outreach based on previous interactions with the organization.

For example, people who have shown a previous interest in orthopedic medicine, either through a form filled out on the website or a physician referral request, could be called about an upcoming seminar about the hospital’s orthopedic care.

Final Thoughts

Call centers – and call center agents – provide a voice for a healthcare organization. In order to deliver superior customer service and drive patient engagement, call centers need to have the right tools. Think about how your organization can better integrate the call center into their strategic marketing efforts to drive valuable engagement that translates to tangible results, such as increased conversions and incremental revenue growth.


About Daymon Smith:
Daymon J. Smith is the VP, Engagement Center Practice Leader at Evariant. Daymon has lead the creation of the Evariant Engagement Center solution and focuses on helping leading health systems move to a proactive call center model that improves the overall patient experience and generates revenue for the system.

About Healthgrades:
Healthgrades is dedicated to empowering stronger and more meaningful connections between patients and their healthcare providers. We help 30 million consumers a month to find and schedule appointments with their provider of choice. With our scheduling solutions and advanced analytics applications, we help more than 500 hospitals across the country to cultivate new patient relationships, improve patient access, and build customer loyalty. At Healthgrades, better health gets a head start.
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Published: Friday, March 23, 2018

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2023 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


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