How do you view the call center that manages your healthcare communications? Too many managers treat their call center as an irritating line item on a cash-strapped budget. Others strive to control their call center cost, keeping the expense as low as possible—regardless of the outcome. However, the enlightened viewpoint of astute healthcare professionals is that their call center is an investment in the future of their healthcare operation.
Cut Rate Call Centers Must Cut Corners
When selecting a call center to process healthcare-related calls too many cost-conscious managers forget that each call stands for both a real healthcare need and a business opportunity. They view the answering of those phone calls as a commodity service that any call center can handle.
Viewing a healthcare call center as a commodity service provider implies that the services offered by one center is indistinguishable from the provisions of another. This is far from true.
The diligent healthcare call center works hard to address all the concerns of every stakeholder. They strive to cover all the bases. Their rates, which may be slightly higher than other call centers, reflect their attention to these extra details.
The low rate call centers, however, have the thinnest of margins. They can only stay in business when they cut corners. As such, they will fail to supply some of the essentials that are important to you and your healthcare operation.
Buying on Price Means Sacrificing Quality
When you hire a low-cost call center, don’t expect high-quality results. The two elements are simply incompatible. Out of necessity, charging low rates means being able to offer only the minimal level of services.
Quality work is an unfortunate casualty of this low-cost mindset. When you pay little for your call center services, expect little in return. You get what you pay for—and no more.
Receiving the quality outcomes that your patients and callers expect, along with the professionalism you want to deliver will cost a bit more. But don’t panic because the small extra investment in your healthcare’s call center is well worth the results in terms of producing satisfied callers, earning ongoing business, and improving your healthcare organization’s bottom line.
Ensuring Desired Outcomes Doesn’t Have to Be Expensive
What’s the cost difference between a bottom-basement call center and a professional medical service provider? Though hard numbers are evasive, the cost variance is not as much as you might think. You’ll need to do this comparison yourself. Think of it as a call center investment, not a necessary business expense
When you make this pricing comparison, don’t scrutinize cost as if the call centers in question are commodity service providers. Instead look at the cost-benefit relationship of what a healthcare call center charges and the enhanced quality they’ll deliver.
Call Center Investment
Don’t make your healthcare call center selection based on price or you will be disappointed with the outcome. Expect to pay a bit more to receive the quality results that your callers deserve and that you want to provide.
Your call center investment is a financial expenditure to enhance the future of your healthcare organization. It’s an investment that will pay off huge.
Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.
