Common Medical Call Center Problems And How To Avoid Them

Common Medical Call Center Problems And How To Avoid Them

The medical call center is a busy environment. Phones are ringing off the hook as patients call to get answers to their pressing questions. It's an environment that requires teamwork, dedication, and positive attitudes that are meant to keep your patients and customers happy. However, there are often problems that arise in the medical call center. We're not talking about break room issues. With the amount of calls you have coming into your business and the amount of people you have working for you, there are bound to be issues. However, if you address those issues and know how to fix them, you can have a more efficient and more effective business.

First of all, the time it takes for an operator to answer the phone is a common complaint among callers. While all patient and customer questions are of great importance, there might be an individual out there with a question that he or she simply cannot find an answer to and getting through to your medical call center is the only way he or she is going to find answers. A good rule to go by is three telephone rings. When a patient or customer hears more than that, he or she might get the impression that no one is going to answer. That person then hangs up and calls again. Therefore, it's best to encourage your employees to answer by the third ring.

There are calls that are simply blocked. A blocked call is any call that doesn't get through to your operators. The caller that gets blocked might get a busy signal, and then he or she may get frustrated. By having enough operators available, you can avoid your customers being blocked.

Additionally, there are calls that simply never get through to the medical call center because they get disconnected. Whether they get disconnected because of a problem with your phone system or because the person hangs up, you have still missed an opportunity for customer interaction. By abiding by the three rings or fifteen second rule, you can often avoid hang ups. Furthermore, by ensuring that your phone system is up to speed, you can avoid other disconnects.

The last issue is call back time. If a customer is expecting a call back that he or she has requested through the Internet, it's best to make sure that person hears from a representative within minutes.

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