Lessons in Personalization: What Healthcare Can Learn from Retail Call Centers

The retail industry has been at the forefront of customer experience and personalization—extending their innovations to a variety of channels, including digital marketing and call center.

As the healthcare landscape continues to move toward a customer-centric approach, what can healthcare learn from the retail space? More specifically, what lessons can retail call centers offer the healthcare sector to help marketers provide better personalization in their engagements with consumers and patients?

In this post, we’ll explore three ways retail call centers provide experiences that healthcare leaders can incorporate to provide the personalization needed to impact consumers in today’s evolving healthcare marketing landscape.

Lesson 1: Create Simple, Efficient Experiences

Within the retail sector, simplicity can lead to better overall customer satisfaction. According to Marketing Week, 62 percent of consumers are willing to pay more for a simple, straightforward experience. Retail call centers understand that simpler experiences translate to higher customer retention, more referral traffic, and better overall brand loyalty. But how do they provide simplicity in a way that can benefit healthcare marketing? The answer lies in connecting the dots on patient/consumer needs, combining them for a simplified solution to suit their healthcare needs. More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

How Engagement Center and HCRM Support Outbound Calling

“Cold calling” is a marketing tactic that’s been around for a long time and tends to get a bad rap – for a good reason; it’s not very effective. A Baylor University study found only about 1 percent of cold calls ultimately convert.

With today’s technology, outbound initiatives look much different – they are data-enabled, targeted, and personalized, all of which increases effectiveness and drives results.

This type of outbound calling doesn’t simply cast a wide net; it’s about engaging with the right person at the right time with the right information.

It’s made possible with a combination of healthcare CRM and a proactive call center. With these technologies, healthcare marketers are able to view relevant information and have more effective customer interactions across multiple channels, including outbound calls.

Let’s take a look at some examples of how engagement center and healthcare CRM tools can work together to support three key marketing objectives: patient acquisition, engagement, and retention.
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

How Comprehensive Caller Profiles Benefit Patient Engagement Centers

Calling a healthcare organization can be a bit of a gamble; perhaps the call center agent who picks up knows how to help you, or perhaps you’re transferred repeatedly until someone maybe gives you the great service you were looking for.

This is because the call center tends to be siloed, reactionary, and blind to any information about the caller. Additionally, if any valuable information is gathered during a call center interaction, once the call is over, that data is lost. Clearly, call centers can do better. Enter the engagement center.

An engagement center integrates with healthcare CRM data to centralize all call center activities and consolidate patient and provider information.

Unlike traditional call centers, engagement centers can handle cross-channel inquiries and deliver personalized interactions to callers. Additionally, since engagement center agents are connected to the greater health system’s data, they are prepared to handle many different inquiries.

Some of the most valuable aspects of an engagement center system are comprehensive caller profiles. Let’s look at caller profiles and how they produce beneficial outcomes for healthcare organizations.
More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

How a Patient Engagement Center Can Boost Population Health Outcomes

When you’re sick, having exceptional healthcare is great. But wouldn’t it be even better if your healthcare provider helped your community be healthier so you could avoid getting sick in the first place?

Whether it’s promoting annual flu shots, regular physicals, or better nutrition, healthcare organizations have the power to influence the overall well-being of their communities.

Recently, health systems have been putting a greater emphasis on proactive health and boosting population health outcomes. Proactive population health management is a focus on prevention and promotion of community-wide wellness. This involves identifying those who are most at risk and then providing them with the knowledge and services necessary to improve their health outcomes.

Utilizing a patient engagement center is an excellent way to support these objectives. More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Technology and Skills Required for Patient Engagement Center Success

Patient Engagement Center SuccessMany consumers think of online service tools as replacements for the traditional call centers, but despite the growing popularity of email, social media, and mobile communication, call centers still handle around 68 percent of all customer communications.

In fact, our clients often see more than half of their digital leads calling into the call center rather than converting digitally—some as high as 80%. In many industries, customers view phone calls as the most efficient and effective way to resolve issues and get information.

For healthcare specifically, the call center handles highly personal customer issues, including appointment scheduling, referrals, and post-discharge follow-up. Customer expectations are high when it comes to discussing personal topics like their health, which is why healthcare organizations need to ensure their call centers are optimized with operational efficiencies and operating as proactive engagement centers.

More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith