All posts by Peter Lyle DeHaan

Peter DeHaan is the president of Peter DeHaan Publishing, Inc., (https://peterdehaanpublishing.com) the publisher and editor of Connections Magazine, AnswerStat, TAS Trader, and Medical Call Center News. Peter DeHaan (https://peterdehaan.com) is a published author and blogger.

The November 2019 Issue of Medical Call Center News



Read the November 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The September 2019 Issue of Medical Call Center News



Read the September 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The July 2019 Issue of Medical Call Center News



Read the July 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The May 2019 Issue of Medical Call Center News



Read the May 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The March 2019 Issue of Medical Call Center News



Read the March 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The January 2019 Issue of Medical Call Center News



Read the January 2019 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

The November 2018 Issue of Medical Call Center News



Read the November 2018 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

Plan to Make Next Year Your Best Year Yet



Now Is the Time to Determine Your Call Center’s Key Initiatives for Next Year

 By Janet Livingston

As we transition from summer to fall, now is a great time to begin planning for next year. Yes, we still have the final quarter left in this year, but don’t leave thoughts for what your next year might look like until New Year’s Day. And certainly don’t put off planning altogether. “As the saying goes, “Failing to plan is planning to fail.”

Here are some areas to consider when you contemplate major initiatives for your healthcare call center for next year.

Improve Quality

Every call center can improve the quality of their service. Some have much to do in this area and others not so much. But if you think you’ve achieved the ideal level of quality, you’re making a grave mistake. That’s because patient and caller expectations continually increase. This means that what was acceptable a few years ago is no longer good enough, that what was excellent is now only passable. We should always strive for continual improvement.

What quality improvement goals might you set for next year?

Roll Out New Services

Just as people’s expectations for call quality increase from year-to-year, so too does their appetite for sleek, powerful new services. These fall into two categories. The most obvious category is a service that requires new technology to implement. (See next point.) The other category, which isn’t so obvious, is packaging your existing technology with your employee’s capabilities to produce some new, innovative offering that will delight callers.

What new services can you introduce next year that will help you serve callers more effectively and establish your call center as a best-in-class provider?

Upgrade Technology

Technology is another continually evolving variable to address. If you have premise-based solutions, they become dated fast and obsolete within a few years. Is it time to replace your aging technological infrastructure with something more powerful and effective?

Even if you have a hosted call center solution, you may not have the current version with all the needed modules. Fortunately with hosted solutions, upgrades are easier, and many providers apply them automatically. Yet this is still an area to investigate.

What technology upgrades can you implement in your call center next year to increase efficiency and improve effectiveness?

Improve Financial Standing

If your call center is an in-house operation, you may not have a direct revenue component tied to the work you do. Still, your operation has costs that appear in your organization’s financial reports. Are you a cost center (which is a bad place to be) or a profit center (which is a good place)? Take steps to transition your call center from a cost center to a profit center. This will make it more difficult for upper management to cut your budget. And if you’re already in the profit center category, seek ways to increase the profit component. That will get everyone’s attention.

And if you’re an outsource call center, the fees your clients pay for your services are what keeps your company in business. Look for ways to increase revenue. This can come from multiple sources, including price increases, adjusting rates for unprofitable clients, selling add-on services to existing clients, and sales and marketing initiatives to new clients. Everything you do to increase the revenue of your call center will help ensure your long-term viability.

What steps can you take next year to improve the financial standing of your call center? 

Conclusion

In the call center industry, especially for the healthcare sector, it’s too easy to fall into the trap of reacting to the day-to-day pressures of operating a call center with no time left to plan for your long-term well-being. Don’t let that happen to your operation. Begin planning now to make next year your call center’s best year yet.

Janet Livingston is the CEO of Call Center Sales Pro, a premier consultancy and service provider for healthcare call centers and medical answering services. Contact Janet at contactus@ccsp.us or call 800-901-7706.

The September 2018 Issue of Medical Call Center News



Read the September 2018 issue of Medical Call Center News.

Medical Call Center News is an e-newsletter published by Peter DeHaan Publishing Inc, in conjunction with AnswerStat magazine.

Please tell your coworkers about Medical Call Center News.

Thank you!

[Medical Call Center News is published by Peter DeHaan Publishing IncPeter Lyle DeHaan, editor.]

Seven Tips to Minimize Risk and Improve the Patient Experience


Pulsar360: strategic partners with the TAS industry

By Bronson Tang

According to Statista, the percentage of businesses worldwide using a call center in the Americas is 66 percent. However, according to the Global Contact Center satisfaction index, the level of caller satisfaction dropped five points from 2010 to 2018. Medical call centers are now looking for ways to improve patient experience, while minimizing risk. The goal of a call center typically includes:

  • Increase patient satisfaction
  • Reduce readmission
  • Improve patient safety
  • Reduce missed appointments
  • Increase patient retention
  • Increase patient referrals
  • Resolve complaints and disputes
  • Increase patient lifetime value

In general, the medical call center should be tailored to increasing the satisfaction of the individual patient and not just the efficiency of the call. In addition to patient satisfaction, there is an overall feeling that many call centers focus too much on efficiency when they need to focus on effectiveness.

Here are seven ways you can minimize risk in a medical call center.

1. Call Center Etiquette Matters: The need for proper etiquette is essential. This includes how calls are answered, how the patient is treated during the call, and how well issues and questions are addressed.

2. Hire the Right People: Hiring experienced call center agents is critical to the success of any medical call center, as this will significantly reduce the likelihood for agent turnover as well as the costs incurred in training. When you hire the right people, the agent will be able to achieve first call resolution, resolve disputes quickly and effectively, assure quality and security on every call, and reduce wait times.

3. Use the Right Technology: The technology that both your agents and patients use is important. From an agent perspective, having the right technology includes agent desktops, call monitoring, queue callback, intelligent dialers, and CRM integration with screen pops. From the patient perspective, having the right technology includes various ways the patient can easily interact such as emails, SMSs, video chats, tweets, and Facebook posts.

4. Measure Success with Call Center Metrics: Measuring quantitative performance such as call quality, first call resolution, patient satisfaction, average speed of answer, abandonment rate, and wait time are some of the ways medical call centers can have a visible eye on the success of their operation.

5. Reward and Motivate Agents: How agents deal with patients is in direct proportion to how well they are dealt with in their own company. Rewarding and motivating agents can go a long way toward producing a pleasant experience for the caller. This also includes empowering agents so they feel confident in their ability to do the job.

6. Ensure Agents Adhere to Regulations: Every organization has their own regulations, and medical call centers are no different. It’s vitally important that agents are well informed and follow the rules outlined by the call center. The medical call center needs to put in place proper measures to ensure those expectations have been communicated and understood by the agents. Proper training is the key.

7. Evaluate Agents: A method for evaluating agents is important to any medical call center, as it keeps the organization up to date with what is actually going on with each employee. Depending on the organization, having daily meetings with agents can help reduce potential risks that can take place on live calls.

Conclusion: The medical call center is a crucial component within healthcare to improve the patient experience, while reducing risks. Ultimately the decision is yours as to how you go about minimizing risks in your call center. The key is creating a positive experience for the patient.

Pulsar360: strategic partners with the TAS industry

Bronson Tang is the marketing manager at Pulsar360, Inc. He has ten years of experience in digital marketing and has worked in the Telecommunications sector for four years. He’s the author of the book, The Tao of Business.