The Benefits of Outsourcing Your Healthcare Call Center
November 11, 2016
For many healthcare organizations a ringing telephone is an interruption that distracts from the main goal of seeing patients and attending to their needs. In these cases it makes great sense to outsource the call center function to a company that specializes in addressing the healthcare concerns of callers. Let the outsource call center focus on what they do best so that you can focus on what you do best.
Other healthcare organizations view their call center as a strategic differentiator, a core competency that establishes them as a market leader. Even so the management, staffing, and cost of the call center may prove to be too much of a challenge, and discussions to outsource the work have taken place.
Regardless of the reasons for considering outsourcing your healthcare call center work, here are some of the key benefits that can result from call center outsourcing:
Reduce Administration Distraction: Running a call center takes time; it requires constant management. But in addition to call center labor, which is represented as a line item in the call center’s budget, there remains the less visible involvement of upper management. Someone needs to manage the call center manager, and this is in addition to handling other responsibilities. And since the call center is a labor-intensive endeavor, the human element of a call center can indeed produce a lot of distractions. When an administrator is dealing with these call center issues, what else is being ignored?
Sharpen Focus: A call center isn’t a self-contained entity. It needs the attention of other departments: HR to hire staff and manage their employment; payroll to issue checks and manage withholding; IT to maintain the technological infrastructure; accounting to pay bills and manage the budget; facilities management to provide call center space and maintain it; and so on. Every effort these groups make to address a call center need is time not spent on other activities, some of which may be deemed more essential. The call center dilutes their focus.
Save Money: All that an outsource call center does is process calls for its customers. It is their business, and they must excel at it. They have learned how to do their work with the utmost efficiency. This saves them money, which saves their clients money. When factoring the total cost of running a call center, including all relevant aspects of overhead, it’s rare that outsourcing costs more. Usually outsourcing can save a great deal of money, which can then be invested in other areas.
Increase Quality: Superiority in service may be the hardest benefit to accept. After all, your call center employees are good at their jobs. They take pride in their work, and callers affirm them. Even so, outsource call centers have taken great effort to advance the quality of their work beyond what even their best clients can offer in house. Their viability as a company requires then to do their work with excellence, and their clients benefit.
Outsourcing your healthcare call center can reduce distraction, sharpen focus, reduce costs, and improve quality. With all these benefits why shouldn’t you consider call center outsourcing for your organization?
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 Lyle DeHaan is a freelance writer from Southwest Michigan.
Should You Use Direct Mail as a Marketing Tool For Your Answering Service?
If you’ve networked with other telephone answering service owners or attended many TAS meetings,, the subject of direct mail as a marketing tool is ...
Email Opt-Out Traps to Avoid
A great way to market your call center or answering service is with email marketing: you collect email addresses and send regular messages that contai...
Six Steps to Outsource Your Healthcare Call Center
Regardless of the reasons for outsourcing your healthcare call center work, pursuing a reasoned path is the surest way to a successful outcome. Here a...
7 Tips to Maximize the Sale Price of Your Answering Service
At the end of the year, some telephone answering service owners think about selling their business. They want to complete the sale by year-end. Often ...
How to Maximize the Valuation of Your Answering Service
Smart business owners are always looking for ways to increase the value of their business. You should, too. Whether or not you plan to sell your telep...
Outsource Your Healthcare Call Center Work to Reduce Costs
While a common reason to outsource healthcare call center services is to increase quality, an even more likely motivation is to save money. And saving...
Outsource Your Healthcare Call Center Work to Counter Labor Issues
Many areas in healthcare suffer from a shortage of qualified personnel. One common area is nurses, and many healthcare call centers hire nurses to wor...
What to Do When You Struggle with Sales and Marketing
Every telephone answering service and outsourcing call center owner wants to grow his or her business. There are only two ways to do so: growth throug...