Call centres are communication centres where agents are employed to handle a large number of incoming and outgoing calls (via an increasing number of media: whatsapp, Facebook, chat, video, etc.) Their main function is to provide customer support and technical assistance, but call centres can also handle sales, marketing, surveys and much more. Here are some of the activities that call centres can perform:
- Customer support: Call centre agents can answer inbound calls from customers who have questions about a company or organisation’s products or services, or who need help resolving a problem or complaint.
- Technical assistance: Call centres can provide technical support for a company’s or organisation’s products or services. Agents can help customers solve technical problems with any equipment, etc.
- Surveys and market research: Call centres can also be used to carry out surveys and market research. Agents can ask questions of customers or prospects to gather data on market trends, consumer preferences, etc.
- Booking and scheduling: Call centres can also be used for booking and scheduling. Agents can take bookings for flights, hotels, events, etc.
Call centres can offer a wide variety of services, depending on the needs of the company and its customers. They may be in-house or outsourced to a service provider.
Customer support call centres in the healthcare sector can encounter a number of difficulties due to the complexity of the healthcare field and the sensitivity of the information involved. Here are some of the common difficulties encountered by customer support call centres in the healthcare sector:s.
- Confidentiality of information: Customer support call centres may have access to confidential information about patients, such as their state of health, treatment, medical history, etc. It is crucial to put in place strict protocols to ensure the confidentiality of this information (e.g. anonymisation).
- Technical and medical knowledge: Customer/patient support agents must have in-depth knowledge of the healthcare products and services offered, as well as the technical and medical skills to answer customer/patient questions.
- Complexity of problems: Health problems can be complex and require tailor-made solutions for each patient. Agents must be able to understand the complex details of each situation in order to offer appropriate assistance.
- Regulatory workflow: Customer/patient support call centres in the healthcare sector must comply with government regulations and industry standards to ensure patient safety and quality of care. This can lead to additional work protocols and administrative processes that can make calls longer and more complex.
- Crisis management: Customer support call centres may be faced with crisis situations such as medical emergencies or public health issues. Agents need to be able to deal with these situations quickly and effectively, while providing emotional support and practical assistance.
In summary, customer support call centres in the healthcare sector face unique challenges that require specific training and skills to provide a quality service and ensure the security and confidentiality of patient information.
Solutions
Megabyte has been in the market for more than 35 years and can offer a full cloud solution with SaaS telephony for call centres coupled with its own applications platform called ComplyStation, which meets the needs of call centres in the health and other sectors.
3CX offers a feature-rich Call Center solution with dynamic queues, reports, Wallboards and integration with ComplyStation. Complex and advanced call flows can be designed with a simple drag and drop using the Call Flow Designer. But 3CX isn’t just about making calls! We integrate Live Chat, Facebook and SMS to transform your call centre into a complete contact centre solution.
ComplyStation is Megabyte/Lisam’s application platform, which is also rich in value-added modules: ‘Contact’ (patient file), ‘Actions’ (activity and schedule management), and ‘Assessment’ (form and question management).
