Healthcare & Pharmaceutical Call Center Outsourcing
Contact Center Source supports a wide range of healthcare initiatives using a proven dedicated contact center services model. The healthcare industry manages sensitive financial, emotional and privacy issues between providers, employers and individuals. As the sector evolves, there is a greater demand for higher standards and better quality of healthcare call center service. Today’s competitive healthcare organizations are under constant pressure to deliver a more precise level of support at a much faster pace – whether by phone, email, chat or social media.
The ability of the management team to stay up to date with the latest in healthcare reform, restructuring and regulations. Contact Center Source has extensive experience working with companies in healthcare and other regulated industries. As a healthcare and pharmaceutical call center, we recognize that updates in regulations require us to be adaptable, flexible and prepared for rapid change as directed by our client.
REPORTING AND ANALYTICS
The ability to achieve world class call center performance-level metrics while still maintaining the voice of customer (VOC) metrics such as first call resolution (FCR) and customer satisfaction (CSAT). Contact Center Source provides world-class call center performance-level metrics while still maintaining measures of customer sentiment, including VOC, FCR and CSAT. Contact Center Source uses dynamic real-time reporting that provides high level snapshots as well as detailed reporting that can be used by frontline call center management. Management upholds and works to surpass key performance indicators (KPI) and benchmarks. Reporting suites include call volume by day part and call type, agent utilization, quality assurance and speech analytics.
PLAN OPTIONS AND THE SELECTION PROCESS
Maintaining the process of presenting health plans that have value to members and being able to simplify the levels of coverage for easier comprehension. Understanding how employers and individuals generationally assess their healthcare needs, the process in which they gather and compare information and ultimately, how they select the plan they feel is best for them. Contact Center Source works with your team to create a comprehensive training program, including modules to specifically address presenting your plans and options in a clear and concise method that prospects and members across all demographics can grasp. Contact Center Source understands the decision-making process of the individuals who must consider the financial and emotional well-being of their family.
SCALABILITY, THE FACILITY AND TECHNOLOGY
The ability to onboard the next wave of new enrollments, which will require support from the contact center’s workforce management team to accurately forecast the anticipated increase in call (email, chat) volume and create a plan to add staff. With these increases, they must allocate the appropriate budget and build out their facility to accommodate the influx of new staff. The implementation plan should include an expansive number of workstations, computers, software licenses, connectivity and telecom ports. Contact Center Source’s campuses include workstations for your dedicated team of Brand Specialists, as well as the training, quality assurance and meeting rooms required to support your team’s operations. It has the facilities and technology to expand your program as forecasted during peak and promotional periods.