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 Block Out Time
People at all levels of business, in all sizes of businesses, struggle to find time to focus on key projects. Nowhere is this more critical than for e...
Selling a Distressed Answering Service
Prior posts have addressed the right time to sell your answering service, the wrong time to sell, and about leaving a legacy when it’s time to move ...
Why Insisting on a Stateside Call Center is an Ill-conceived Goal
When people reach a call center, they make assumptions about the agent and the agent’s location based on what they hear. While these assumptions may...
Use an Answering Service to Better Serve Callers
When someone calls your office, what happens? Don’t answer this question with what you hope happens or what you ideally want to occur but with the t...
7 Steps to Deal with an Underperforming Answering Service Sales Rep
If an answering service has sales reps they either produce consistent sales month after month or they underperform. Too often sales reps underperform....
A Professional Billing Service Provides Added Value to Answering Services
With the right software, anyone can generate telephone answering service invoices—and get them mostly correct. Yet it takes a company with unique in...
Use an Answering Service to Back-up Your Staff
In today’s fast paced business environment we all have more to do and less time to do it. Too often something needs to give. We skip some aspects of...
Use an Answering Service to Handle Your Office Hours Calls
Most everyone knows that answering services are great at answering the phone in the evenings and weekends, but they can also answer your phone during ...