Six Steps to Outsource Your Healthcare Call Center
April 4, 2018
Regardless of the reasons for outsourcing your healthcare call center work, pursuing a reasoned path is the surest way to a successful outcome. Here are six steps to follow:
1) Determine Objectives
What do you want to accomplish through outsourcing? Common reasons include increase quality, reduce costs, counter labor issues or shortages, streamline operations, or eliminate management frustrations. Regardless of the reasons, establish your goals before you take another step and make sure your potential call center outsource provider can address them.
2) Seek Options
Make a list of potential providers. This can occur through a formal process, an online search, or using a call center broker. The main thing is to consider more than one provider. Choices make for better decisions, yet too many options can result in confusion.
3) Compare Providers
The challenging part is analyzing the strengths and weaknesses of each potential call center partner. You may opt to take a comprehensive path using a formal RFP (request for proposal) process or the streamlined approach of getting a shortlist of vetted operations from a healthcare call center broker. Regardless, don’t expect to find a perfect match, but do take time to find the best one that aligns with all of your key criteria.
4) Establish Expectations
Let the call center know the outcomes you want to have occur. Communicate the criteria you will use for tracking your expectations and how you will measure success. Too often uncommunicated expectancies result in a misalignment of activity that results in frustration for both parties. Avoid this by clearly setting your benchmarks in advance.
5) Make Your Selection
Once you pick a finalist review everything before committing. Go back to your objectives and confirm your prospective call center can meet them. Verify pricing. Discuss your organization’s expected interaction with the call center and how communication will occur. Address how they will handle changes in your programs and resolve problems when they occur. Once you confirm everything to your satisfaction, go ahead and sign the deal.
6) Form a Transition Plan
The final step involves developing a strategy to smoothly migrate calls from your in-house operation to your outsourcer’s call center. To ensure a successful migration, both parties need to work together. Don’t set the timetable and make the call center comply. Likewise, don’t let the call center dictate the schedule. Work together to balance your needs and ideals with theirs in order to make a smooth changeover that produces the best results with the least headaches.
Outsourcing your healthcare calls can produce great results providing you do it the right way. The key is preparation. Following these six steps will guide you to successful outsourcing.
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 firstname.lastname@example.org or call 800-901-7706. Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Use an Answering Service to Cover Sick Days
Unlike a vacation, which employees schedule in advance, no one plans a sick day—or at least most people don’t. In most cases a sick day is not a p...
What Is a Call Center?
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an...
Implement an Agent Development Program
Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successf...
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som...
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...