6 Steps to Crafting Effective Healthcare Call Center Scripts

Today’s high-tech environment has led to a significant shift in how consumers interact with businesses: It’s digital-first, from the initial search process to the customer service outreach – and it’s also omni-channel.

It was only a couple of decades ago, however, that phone-based communication was the norm.

call center agent reading scriptThink back to when your mother turned to the landline phone to dial the operator, searching for your pediatrician’s phone number after a soccer game left you with a badly sprained ankle. The operator would have transferred her to the physician’s secretary, whom she likely knew on a first-name basis. Or, her call may have been answered by the doctor himself.

Imagine the same scenario today: A young mother would have an entirely different set of expectations when contacting and engaging with a health system. The initial search would happen online, with high-speed Internet taking the place of the phone-based operator. The call is expected to be quick and convenient, but not robotic – and, while this mother likely won’t know the person on the other line, the agent must maintain a level of friendliness and personability in order to build trust and encourage engagement.

This is where call center scripts come into play.  More

Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.

The Next Generation Call Center Experience [Infographic]

In healthcare, a traditional call center experience can feel much like calling a cable company—detached, dull, frustrating. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations. Agents may be limited to a basic set of functions with minimal insights on patient journeys.

In order to succeed in today’s competitive landscape, providers must transform their call center into a strategic patient engagement engine. The infographic below highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers. Those that embark on the transformation to the next generation call center—what we fondly call the Engagement Center—will see indisputable value in terms of extended patient lifetime value, high-value service line growth, and smarter patient acquisition and retention.

More

Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.

Key Considerations Before Outsourcing Your Healthcare Call Center

close up focus on call center headset device headset voip system with telephone answer machine technology at operation office desk for hotline telemarketing and network operator conceptAs much emphasis as there is on digital marketing – and for good reason – there is something to be said about talking with a person.

In fact, a recent study found that live voice remained customers’ preferred communication channel – and it has to be done right. Nearly two-thirds of customers will consider switching to a competitor after a bad phone experience.

In order to fully leverage this channel for growth, health systems need tools and resources that enable collaboration across the organization. However, many healthcare organizations face the reality that their call center is not integrated into their greater marketing strategy, in terms of campaign execution, insights, and ROI. But when they are, the impact is impressive.

More

Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.