The COVID-19 pandemic put a massive strain on healthcare organisations across the globe. Patients or not, people were concerned about the availability of professional help and medical resources.
The panic led to an influx in inbound queries, which, coupled with social distancing and lockdown norms, became quite the challenge for customer support agents working in the healthcare industry.
To successfully cater to people’s queries and concerns, healthcare organisations had to shift their support operations to a virtual contact centre.
What are virtual contact centres?
A virtual contact centre is a solution that allows customer service representatives to operate from different locations, as opposed to working from a single site.
Since it runs over the Internet, a virtual contact centre allows agents to work remotely and handle customer issues via multiple channels Best Database Provider like phone, chat, email, etc.
Working in a virtual environment ensures safety, increased agents’ productivity, and elevated customer satisfaction levels.
Patients no longer want to wait in lines for medical processes such as booking appointments, collecting their diagnostic reports, and so on; they expect robust and contactless methods of instant care.
This is where virtual contact centres come into the picture—they help healthcare service providers offer quick and seamless services.
Moreover, these contact centres UAE Phone Number List allow healthcare institutions to be there for their clients much after billing. Patients can receive post-treatment medical care like contactless medicines, online appointments, and teleconsultations.
So, without further ado, let’s understand how a virtual contact centre helps healthcare providers communicate with their patients effectively.
Tips for virtual contact centres in the healthcare industry
Virtual contact centres can be tweaked to cater to the needs of various industries.
Some tips that virtual contact centres in the healthcare industry can follow are:
Implementation of new workflow processes to prioritise COVID-19 emergency calls over other medical inquiries
Introduction of COVID-19 related scripts to accurately route medical questions to relevant departments
Allowing agents to handle increased call volume and collaborate with other departments with the help of cloud-powered tools
Development of an internal website that query resolution with the help of chatbots and frequently asked questions
Challenges for the healthcare industry
Healthcare organisations face different challenges every day. From the lack of adequate medical equipment and a weakened workforce to emergency cases, new curveballs in the form of new variants—there’s much for them to tackle.