The Emerging Healthcare Call Center Opportunity: Fewer Agents, Unlimited Scale, Better Engagement
By Greg Kefer, CMO, LifeLink Systems.
Whether it’s a recording in an unknown language, or a promise to get rich, or an offer for free solar panels, the volume of useless, intrusive noise has trained everyone to scrutinize every inbound call because phone calls that matter have increasingly become the minority.
While that call could have been from the doctor, or something important, the live connection was missed and now the cat and mouse game between patient and provider begins. For legitimate call centers that are charted to reach out, connect and help solve problems, the time has come to rethink how to drive better engagement and more scale. The answer isn’t to quadruple the number of agents.
According to some estimates, US mobile phone users were exposed to 48 billion robocalls in 2018, which means that every time the phone rings, there’s a 50% chance it’s a spam robocall.
Silence Unknown Callers
There are few viable solutions available for blocking 100% of these annoying intrusions, so the best option when that unknown phone number shows on the caller ID is to simply hit the decline button and move on with whatever you were doing.
Robocalls are essentially creating “anti-call center muscle memory” across the entire mobile phone user population. And that’s a problem for the healthcare industry.
Call centers have always been a big part of the healthcare patient experience. Challenges with being on hold, ineffective agents, and general customer dissatisfaction with call centers are well documented. But what about the outbound side?