How to Migrate to an Outsource Healthcare Call Center
December 14, 2016
When you decide to outsource your healthcare call center to an outsourcer, selecting the right vendor is just the first step. Signing the deal is only phase one of the transition. Phase two is orchestrating a smooth migration. While the details of a migration plan will vary with the scope and complexity of the work you have to move, here is a general plan that can be adapted to most any situation:
Collaborate on a Transition Schedule: Work with your outsource call center to determine the ideal transition schedule to balance your mutual needs. As I mentioned in “Six Steps to Outsource Your Healthcare Call Center,” to ensure a successful migration, both the call center and the outsourcer need to work together. Never set an arbitrary timetable and require your outsource call center to meet it. Nothing good happens when you rush. Likewise, don’t let the outsourcer completely dictate the schedule, either. Instead work together to balance your needs with their paradigms. This will produce a smooth changeover that generates the best results with the least headaches.
Prioritize Transition Targets: If at all possible, avoid a mass cutover of all work at one time. Move calls over in bite-size chunks. This allows the outsource call center to ramp up in a controlled manner, as well as making it easier to deal with any unexpected hiccups. If multiple call centers are moving, focus on them one at a time. For an individual call center, look at types of calls. For one center, with one call type, consider sharing the traffic or moving over specific shifts.
Start Small: Regardless of how you strategize the transition, move the easy work first, and save the harder aspects for last. Let them walk before they run.
Build Up: Taking a message is easier than scheduling an appointment, which is easier than setting up a consult, which is easier than telephone triage. Start small. Build on initial successes to prepare for work that is more complex later on.
Test First: Do some testing before routing any real calls to your outsource call center. Though your outsourcer should do this as part of their training (verify this), conduct some trial calls yourself. Have your staff place test calls to their agents. Make this fun. The goal is not to trip up your outsourcer but to make sure they are ready to handle all call types. In doing so, you will also confirm they have access to all needed resources, including your internal databases. Plus it will be a basic test of their telephony infrastructure. Once your testing of their agents, processes, and technology is complete, then you can begin moving calls over.
Leave the Door Open: You should expect a smooth transition when moving calls over to an outsource call center provider, but at the same time have a contingency plan in the unlikely event of a problem. That is, be able to switch calls back to your in house call center at a moment’s notice. Any number of factors could cause this, and though your outsourcer should have extensive experience in successfully migrating calls without problems, having a fallback plan is wise insurance.
Follow these steps to smoothly migrate your healthcare calls to your callcenter outsourcer with the least amount of headaches.
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center industry and who provides a healthcare call center matchmaking service. Contact Janet at email@example.com or call 800-901-7706.
Peter DeHaan is a freelance writer from Southwest Michigan.
Should You Offer a Free Trial When Selling Answering Service?
Some answering services offer a free trial to new clients. Others do not. Both camps are adamant about their reasons for making this decision. While t...
Sales Support Pays Off Huge for Quality-Minded Answering Service
Supplementing internal sales and marketing with third party sales support is a winning strategy Cunningham Communications, founded in 1989, worked har...
Why You Might Benefit from Having a Multilocation Corporate Call Center
By strict definition a call center is a centralized place where calls are answered. However, technology now allows this fixed characterization to expa...
HIPAA Applies to Your Outsourcing Call Center, Too
As mentioned in “Five Things to Check Before Outsourcing Your Healthcare Calls,” it’s critical to hire a call center that complies with HIPA...
Fast-Track Lead Processing to Maximize Sales Outcomes
It takes time to process sales leads, which decreases close rates In looking at lead response times, we already know that the faster the lead response...
Call Center Sales Pro Taps Pete Gilhooly as Director of Hospital Call Centers
Pete Gilhooly, Telecom veteran with fifteen years’ experience in healthcare vertical joins Call Center Sales Pro FOR IMMEDIATE RELEASE: December 20,...
The Three Critical Metrics for Lead Response
Keep Total Lead Qualification Time Low to Maximize Results We’ve discussed how low lead response times affect the likelihood of being able to eventu...
A Slow Lead Response Produces Low Lead Qualification Rates
Maximize lead qualification rates by responding to inquiries fast A common complaint among salespeople is not having enough quality leads. They might ...