A call center is a crucial component in a healthcare organization's customer service strategy. It serves as the main hub for managing customer interactions, usually through phone calls.
A well-run call center can greatly impact patient satisfaction, boost operational efficiency, and support the growth of the healthcare organization. The use of appropriate tools and technology, as well as outsourcing to a reliable service provider, can lead to reduced wait times, improved customer service quality, and increased patient base.
In this blog article, we discussed the benefits of outsourcing call center services in healthcare and how it can support healthcare providers in achieving their organizational goals.
What Is Call Center Process Outsourcing?
Call center process outsourcing in the healthcare industry refers to the practice of contracting a business process outsourcing (BPO) company to manage their inbound call center services as well as outbound call center services related to various healthcare processes.
Call centers use different types of communication channels such as phone, email, live chat, and social media to interact with patients. By offering multiple channels, call centers can accommodate the preferences and needs of a diverse patient population and provide a high level of customer service.
The objective of call center process outsourcing is to improve customer service, reduce operational costs and enhance the overall patient experience.
The third-party call center is equipped with specialized cloud contact center infrastructure and trained staff to handle sensitive patient information and provide accurate, prompt and professional support.
List of Call Center Outsourcing Services For Your Healthcare Organization
Call center outsourcing services can include a wide range of customer service and support functions in the healthcare industry, including:
Patient support services
This involves providing information and support to patients on various healthcare topics, including symptoms, treatments, and health-related products.
Appointment setting & scheduling
Call center agents take on inbound calls and help patients schedule appointments with healthcare providers and remind them of upcoming appointments.
Refill reminder services
It focuses on reminding patients to refill their medications, and helping them to schedule refill appointments or order refills online.
Health information management
This technical support function can offer information on health issues, treatments, and medications. They can assist patients in accessing and updating their health records as required.
Telemedicine involves remote healthcare services delivered through technology, including video conferencing and remote monitoring. Call center agents can help patients schedule telemedicine appointments, and provide support during the appointments.
Customer service for healthcare providers
It assists in providing customer service support to healthcare providers, including answering questions, resolving customer concerns, and providing information on products and services.
Medical billing and collections
This type of call center support helps patients understand their medical bills, resolve billing issues, and provide information on payment options.
Health insurance support services
It supports patients in understanding their health insurance coverage, assists with enrolling in insurance programs, and provides information on insurance benefits and claims.
Patient satisfaction surveys
Patient and customer surveys are essential for conducting market research. Call center agents play a critical role in ensuring that patients receive high-quality healthcare services and that providers are able to continually improve the care they provide.
Emergency response management
This involves managing and coordinating emergency responses in the event of a health crisis. Here, call center representatives answer outbound calls and provide information on emergency procedures, assist with evacuation planning, and manage crisis communication.
What Are the Pros and Cons of Outsourcing Call Center Services?
Healthcare organizations that outsource to a call centre company can reap the following benefits of having a dedicated team for their customer service team:
Outsourcing a call center service can save a company money by eliminating the need to invest in expensive equipment and technology, as well as reducing labor costs.
Companies looking for customer support services should consider outsourcing to a low cost country like the Philippines to take advantage of its cost-effective labor and attractive wage rates.
Outsourced call centers are often staffed by professionals who are highly trained and experienced in handling incoming calls from patients, which can lead to a more efficient and effective service.
Organizations that outsource call center can support their existing in-house team and help them focus on other core business functions.
Access to specialized skills
One of the benefits of call center outsourcing is that it can provide a company with access to specialized skills and expertise that may not be available in-house. This allows them to improve their resource flexibility and get competitive advantage against their competitors.
Improved customer service
By outsourcing healthcare BPO services, a company can benefit from the experience and expertise of professionals who are dedicated to providing excellent customer service.
As a result, they can retain their loyal customers and start improving customer relationships with their patients.
Outsourced call centers can easily scale up or down to meet the changing needs of a business, making it a flexible option for companies that experience fluctuations in call volume.
Healthcare providers looking to outsource call center services should consider outsourcing during their peak of seasonal call volumes to fully maximize the advantages of call center outsourcing.
Focus on core business
Outsourced contact center services allow an organization to focus on its core business operations, rather than dedicating resources to customer service and support.
Companies looking for inbound call centers must understand that call centre and help desk outsourcing can help them focus on their high-ROI tasks.
24/7 customer service
Outsourced call centers can provide 24/7 customer service, which can be beneficial for companies that need to provide support outside of regular business hours. When they outsource call centre company, they can extend their business operations so they won’t miss any inquiries from customers.
While call center outsourcing offers a lot of benefits, it also has some drawbacks that organizations must be aware of:
Lack of control
Outsourcing call center services can result in a lack of control over the quality of service provided to customers.
There may be communication problems when working with an outsourced call center, due to language barriers or cultural differences.
Loss of jobs
Outsourcing call center can lead to job losses for employees in the affected departments.
Outsourcing call center may raise security concerns, particularly if the outsourced company is based in a different country.
Dependency on third party
Outsourcing call center can create dependency on call center services provider, if any issue occurs with one of their contact center outsourcing companies it can affect the business operations.
Loss of knowledge and expertise
Outsourcing call center can result in the loss of knowledge and expertise within a company, as employees may not be as familiar with customer service and support processes.
It’s important to note that you can minimize the above-mentioned cons by simply choosing a reputable contact center provider with a proven track record of delivering high-quality service.
Call Center Outsourcing Costs: How Much Should You Pay?
Call center outsourcing costs can vary depending on the geographic location of the provider. In general, call center outsourcing costs in the United States and Canada can range from $22 to $35 per hour, while Western Europe can be as high as $40 or more per hour.
Eastern Europe is less expensive, with costs ranging from $12 to $25 per hour. However, the Philippines is the most cost-effective location for call center outsourcing, with rates as low as $9.25 per hour.
This cost difference between locations is primarily due to the difference in labor costs and currency exchange rates. For example, labor costs in the United States and Canada tend to be higher than in Eastern Europe or the Philippines, which can drive up the cost of outsourcing.
Additionally, the exchange rate between the US dollar and other currencies can also affect the cost of outsourcing, with a stronger dollar making outsourcing to other countries more expensive.
It's worth noting that this cost only refers to labor cost. Companies should also factor in costs such as infrastructure, equipment, technology, training, and management, which can vary depending on the location and the level of service they are looking for.
So, when considering outsourcing call center functions, it is important to weigh the costs against the benefits and determine which location is the most cost-effective option for your company.
Top Benefits of Outsourcing to Call Centers in the Philippines
Outsourcing call center services to the Philippines can provide a cost-effective and high-quality call center solutions for companies looking to improve their customer service and support operations. Below, we explained how outsourcing to the Philippines can help your business achieve your business goals:
Outsourcing customer service to the Philippines can provide significant cost savings for companies, as labor costs are relatively low compared to other countries. This can help to reduce overall operating costs and increase profitability.
Highly skilled workforce
The Philippines has a highly skilled and educated workforce, with many individuals fluent in English and other languages. This makes the country an ideal location for call center outsourcing, as external call center representatives are able to provide high-quality customer service calls and support.
Strong cultural alignment
The Philippines has a strong cultural alignment with the United States and other Western countries, which can help to reduce communication barriers and improve the overall customer experience.
Flexible working hours
Offshore call centers in the Philippines are able to provide flexible working hours, which can help to accommodate the time zone differences between countries. This allows companies to provide 24/7 customer service and support, which can be beneficial for businesses that operate globally.
Strong government support
The Philippines government has been supportive of the call center industry and has implemented policies to encourage growth and development in the sector.
The Philippines has a well-developed telecommunications infrastructure, which allows third party contact center companies to operate efficiently and effectively.
Strong legal and regulatory framework
The Philippines has strong legal and outsourcing regulations in place, which can provide a level of security and peace of mind for companies that outsource their call center functions to the country.
Philippines call centers are known for providing high-quality outsourced customer service and for having a strong commitment to improving customer satisfaction.
High retention rate
The Philippines BPO industry boasts of high retention rate, which means that the dedicated agents are more likely to stay with the company, leading to lower training cost and high productivity.
Hire the Best Customer Support Team in the Philippines
Are you looking for a reliable outsourcing company to start scaling up your customer service department? Then, we might be the perfect partner you’re looking for!
ManilaPros, a leading Ecommerce service provider in the Philippines, offers scalable staffing solutions for your call center needs. We employ the best call center agents in the Philippines who understand the right approach to keeping customers happy.
Our 100% quality assurance, above-industry first call resolution rate, and affordable pricing have helped dozens of companies improve their customer retention and satisfaction, resulting in higher sales.