{"id":6089,"date":"2022-03-07T12:24:52","date_gmt":"2022-03-07T12:24:52","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=6089"},"modified":"2026-03-31T20:44:34","modified_gmt":"2026-03-31T20:44:34","slug":"healthcare-industry-needs-virtual-contact-centre","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/healthcare-industry-needs-virtual-contact-centre\/","title":{"rendered":"Create a Virtual Contact Center for Healthcare Organisations"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The COVID-19 pandemic put a massive strain on healthcare organizations across the globe. Patients or not, people were concerned about the availability of professional help and medical resources.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To successfully cater to people\u2019s queries and concerns, <a href=\"https:\/\/www.acefone.com\/industries\/healthcare\/\">healthcare cloud telephone system<\/a> organizations had to shift their support operations to a virtual contact center.\u00a0<\/span><\/p>\n<h2>What are virtual contact centers?<\/h2>\n<p><span style=\"font-weight: 400;\">A virtual contact center is a solution that allows customer service representatives to operate from different locations, as opposed to working from a single site.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Since it runs over the Internet, a virtual contact center allows agents to work remotely and handle customer issues via multiple channels like phone, chat, email, etc.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Working in a virtual environment ensures safety, increased agents\u2019 productivity, and elevated customer satisfaction levels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where virtual contact centers come into the picture\u2014they help <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/healthcare-cloud-communication-covid-19\/\" target=\"_blank\" rel=\"noopener noreferrer\">healthcare cloud communications<\/a>\u00a0offer quick and seamless services.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, these contact centers 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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, without further ado, let&#8217;s understand how a virtual contact center helps healthcare providers communicate with their patients effectively.\u00a0<\/span><\/p>\n<h2>Tips for virtual contact centers in the healthcare industry<\/h2>\n<p><span style=\"font-weight: 400;\">Virtual contact centers can be tweaked to cater to the needs of various industries.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some tips that virtual contact centers in the healthcare industry can follow are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Implementation of new workflow processes to prioritize COVID-19 emergency calls over other medical inquiries<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Introduction of COVID-19-related scripts to accurately route medical questions to relevant departments<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Allowing agents to handle increased call volume and collaborate with other departments with the help of cloud-powered tools<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Making agents aware of their key performance metrics to enhance their performance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Development of an internal website that query resolution with the help of chatbots and frequently asked questions\u00a0<\/span><\/li>\n<\/ul>\n<p><strong>Suggested Reading: <\/strong><a href=\"https:\/\/www.acefone.com\/blog\/data-security-in-healthcare\/\">Data security in healthcare<\/a><\/p>\n<h2>Challenges for the healthcare industry<\/h2>\n<p><span style=\"font-weight: 400;\">Healthcare organisations face different challenges every day. From the lack of adequate <a href=\"https:\/\/www.medesk.net\/en\/blog\/medical-inventory-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">medical equipment<\/a> and a weakened workforce to emergency cases, new curveballs in the form of new variants\u2014there\u2019s much for them to tackle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Given below are some obstacles they commonly face.\u00a0<\/span><\/p>\n<ul>\n<li>\n<h3>Booking appointments<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"> The uncertainty regarding the pandemic and its symptoms meant people were booking appointments even for illnesses like the seasonal flu, stomach infections, etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Due to the increase in queries, patients had to wait in long call queues to connect with agents. As a result, they disconnected the call without interacting with the agent, resulting in a high call abandonment rate.<\/span><\/p>\n<ul>\n<li>\n<h3>Emergency calls<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The surge in COVID-19 cases and a workforce shortage created a lack of emergency services such as ambulances. People had to call up multiple healthcare providers before they could book an ambulance for themselves or their loved ones.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This resulted in delayed service, accelerating the urgency of treatment.\u00a0<\/span><\/p>\n<ul>\n<li>\n<h3>Report collection<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Since people couldn\u2019t and didn\u2019t want to venture out, they could not collect their diagnostic reports on time. Not only did this delay their treatment, but it also turned into a logistical issue for those working at laboratories.<\/span><\/p>\n<ul>\n<li>\n<h3>Patient experience<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Healthcare organisations found it difficult to attract and retain patients. Contemporary patients demand a streamlined <a href=\"https:\/\/www.acefone.com\/blog\/best-practices-for-self-service-technology\/\">self service options<\/a>\u00a0to complete simple tasks independently, such as downloading immunisation records, paying their bills, checking their account status, etc.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, traditional healthcare delivery methods require people to physically visit centers to collect their reports, receive diagnoses, and the likes.<\/span><\/p>\n<p>[av_sidebar widget_area=&#8217;blog-custom-html&#8217; av_uid=&#8217;av-aapqx&#8217;]<\/p>\n<h2>How virtual contact centers can help the healthcare industry<\/h2>\n<p><span style=\"font-weight: 400;\">Virtual <a href=\"https:\/\/www.acefone.com\/solutions\/cloud-contact-center\/\">contact center software<\/a> provide the necessary tools and features to help healthcare providers deliver better patient experiences. Some of these are:<\/span><\/p>\n<h3>Real-time tracking<\/h3>\n<p><span style=\"font-weight: 400;\">The real-time location system (RTLS) feature provides immediate tracking and management of medical equipment, staff and ambulance. It ensures patients reach the hospital in time, avoiding any serious medical problem.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, when a patient dials an emergency number, they are redirected to the nearest local driver in their region with the help of location-based routing.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The real-time location service promotes patient safety and reduces hospital-acquired infections within facilities. It also helps locate healthcare staff in hospitals when a patient or other staff member requires assistance during an emergency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, RTLS also helps track the physical movement of patients who have dementia and Alzheimer\u2019s to ensure their safety.\u00a0<\/span><\/p>\n<h3>In-app integration<\/h3>\n<p><span style=\"font-weight: 400;\">Integrating contact center solutions with the management system allows people to book appointments from within the app.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Patients no longer need to seek manual support or wait on hold to fix a consultation slot with a doctor. They can now do it from the comfort of their home with just a few clicks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Furthermore, the integration allows you to create patient IDs and keep track of their history, assigned doctor, and consultation time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the help of patient profiles, you can send timely alerts and reminders for medicines, blood tests, etc. These alerts and reminders can often be a lifesaver for patients with chronic issues.\u00a0<\/span><\/p>\n<h3>Report alerts<\/h3>\n<p><span style=\"font-weight: 400;\">The best way to enhance a patient&#8217;s experience is by improving communication and reducing their workload.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Offer <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/rise-of-omnichannel-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel communication<\/a> by sending e-reports to your patients via email, messaging apps or simple SMSes. Allow patients to view their test results and reports online and save them the hassle of coming to the hospital physically.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In simpler terms, report alerts enable you to reach patients outside of the hospital environment personally.\u00a0<\/span><\/p>\n<h3>Securing patient records<\/h3>\n<p><span style=\"font-weight: 400;\">Data breaches are a very common phenomenon in the modern world. But, healthcare systems cannot afford to let patient data be at risk as they would have to pay a hefty penalty for violating compliance standards.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Security compliance can help organisations save valuable patient records and information from data theft.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Therefore, medical organisations must invest in security measures to remove the threat of ransomware attacks and data breaches and protect sensitive patient data.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also integrate CRM<a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/build-customer-relationship-with-crm-integration\/\" target=\"_blank\" rel=\"noopener noreferrer\"> s<\/a>oftware into your <a href=\"https:\/\/www.acefone.com\/solutions\/cloud-phone-system\/\">cloud phone system<\/a> to access the patient data and history at your convenience.\u00a0<\/span><\/p>\n<h3>Engagement after treatment<\/h3>\n<p><span style=\"font-weight: 400;\">A patient&#8217;s journey does not end once they pay the bills and get discharged from the hospital. Sending timely reminders for regular checkups and health tips via emails, SMSes etc., can help bolster doctor-patient relationships.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such reminders also help patients look after their health and take necessary precautions.\u00a0<\/span><\/p>\n<h4>Conclusion<\/h4>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.acefone.com\/solutions\/virtual-call-center\/\">Virtual call center service<\/a> help healthcare organisations form personalised relationships and improve customer satisfaction levels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They also help heathcare providers work remotely and provide excellent features and services to patients.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Furthermore, omnichannel platforms help providers communicate with patients via different channels. They also simplify tasks like booking an appointment, collecting reports, sending reminders, etc.\u00a0<\/span><\/p>\n<p>[av_sidebar widget_area=&#8217;virtual contact center&#8217; av_uid=&#8217;av-9nzuh&#8217;]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The COVID-19 pandemic put a massive strain on healthcare organizations across the globe. Patients or not, people were concerned about the availability of professional help and medical resources.\u00a0 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 [&hellip;]<\/p>\n","protected":false},"author":47,"featured_media":20063,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[114,185],"tags":[],"class_list":{"0":"post-6089","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-business-communications","8":"category-contact-center"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Guide to Creating a Virtual Healthcare Contact Center<\/title>\n<meta name=\"description\" content=\"Enhance patient care and improve 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