Be Sure You Deliver the Options Today\u2019s Consumers Expect<\/em><\/strong><\/h2>\n\n\n\n![\"Author](\"https:\/\/answerstat.com\/wp-content\/uploads\/2019\/01\/Peter-Lyle-DeHaan.jpg\")
<\/a><\/figure><\/div>\n\n\n By Peter Lyle DeHaan, Ph.D.<\/strong> <\/h2>\n\n\n\nFor years we\u2019ve talked about the need for healthcare call centers to become contact centers. This name realignment shifts our attention from telephone calls to embrace other forms of contact as well. This is a multi-channel mindset, and we provide multi-channel access to deliver the contact options that today\u2019s consumers expect, which we must do if we\u2019re to remain viable. <\/p>\n\n\n\n
Some people call this omnichannel, which implies all<\/em> channels, while multi-channel more realistically looks at many<\/em> channels. We\u2019ll not debate which name is more appropriate. Instead, we\u2019ll focus on the concept of moving beyond the telephone. <\/p>\n\n\n\nHere are some multi-channel access points to consider.<\/p>\n\n\n\n
Telephone<\/strong><\/h2>\n\n\n\nThe telephone remains key for most people in most industries. In our push for multichannel access, let\u2019s not forget the telephone as it will continue to be the foundation for what we do. The telephone has been around for a long time, longer than any of us. <\/p>\n\n\n\n
The first healthcare call centers started nearly a century ago in the form of medical answering services, often called doctors exchanges. The telephone is proven, ubiquitous, and dependable. It\u2019s not new or exciting, but it is stable. <\/p>\n\n\n\n
And most consumers expect you to answer their telephone calls.<\/p>\n\n\n\n
Email<\/strong><\/h2>\n\n\n\nEmail has been around for several decades. It\u2019s no longer novel, with naysayers long claiming that email is dead. It\u2019s not. It\u2019s very much alive. When you consider growing your call center beyond the telephone, the first multi-channel access option to consider should be email.<\/p>\n\n\n\n
Email integrates smartly into call center activity. Unlike the telephone, where callers expect a timely answer with minimal delay, their expectation with email is less demanding. This doesn\u2019t mean you can sit on a pending email message for days and should aim for a same-day response, but most people accept a reasonable delay as normal. This provides the opportunity to set email aside when call traffic is high and to process email messages during slow times.<\/p>\n\n\n\n
Email agents should be able to read and absorb typed information quickly. They should also be able to type fast and accurately, without the need for editing.<\/p>\n\n\n\n
Text Chat<\/strong><\/h2>\n\n\n\nA third multi-channel access option to consider is text chat. This common, and increasingly popular, communication option is how many people communicate with their family and friends. It\u2019s no wonder that they expect businesses\u2014including the healthcare industry\u2014to embrace it too. <\/p>\n\n\n\n
Text chat agents, like email agents, must be able to quickly process typed messages and respond with accuracy. Unlike email, however, texting carries with it the expectation of minimal delay. In comparing chat with telephone calls, where multitasking doesn\u2019t work, experienced chat agents can effectively handle multiple simultaneous chat sessions.<\/p>\n\n\n\n
Social Media<\/strong><\/h2>\n\n\n\nNext consider social media. If patients try to contact you on social media, be prepared to respond. If you ignore them or take too long, they\u2019ll be sure to vent their frustration to everyone on their platform of choice.<\/p>\n\n\n\n
Social media agents need many of the same skills as email and chat agents. In addition, they must understand and be comfortable using each of the social media platforms that people could use to contact you.<\/p>\n\n\n\n
Other Channels<\/strong><\/h2>\n\n\n\nThis list is a great start, but it\u2019s not conclusive. If people want to contact you by mail or fax, be ready to handle those interactions. Also watch for emerging communication technologies so you can prepare for them before your patients ask.<\/p>\n\n\n\n
Multi-Channel Access Conclusion<\/strong><\/h2>\n\n\n\nIf your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n
<\/a><\/figure><\/div>\n\n\n By Peter Lyle DeHaan, Ph.D.<\/strong> <\/h2>\n\n\n\nFor years we\u2019ve talked about the need for healthcare call centers to become contact centers. This name realignment shifts our attention from telephone calls to embrace other forms of contact as well. This is a multi-channel mindset, and we provide multi-channel access to deliver the contact options that today\u2019s consumers expect, which we must do if we\u2019re to remain viable. <\/p>\n\n\n\n
Some people call this omnichannel, which implies all<\/em> channels, while multi-channel more realistically looks at many<\/em> channels. We\u2019ll not debate which name is more appropriate. Instead, we\u2019ll focus on the concept of moving beyond the telephone. <\/p>\n\n\n\nHere are some multi-channel access points to consider.<\/p>\n\n\n\n
Telephone<\/strong><\/h2>\n\n\n\nThe telephone remains key for most people in most industries. In our push for multichannel access, let\u2019s not forget the telephone as it will continue to be the foundation for what we do. The telephone has been around for a long time, longer than any of us. <\/p>\n\n\n\n
The first healthcare call centers started nearly a century ago in the form of medical answering services, often called doctors exchanges. The telephone is proven, ubiquitous, and dependable. It\u2019s not new or exciting, but it is stable. <\/p>\n\n\n\n
And most consumers expect you to answer their telephone calls.<\/p>\n\n\n\n
Email<\/strong><\/h2>\n\n\n\nEmail has been around for several decades. It\u2019s no longer novel, with naysayers long claiming that email is dead. It\u2019s not. It\u2019s very much alive. When you consider growing your call center beyond the telephone, the first multi-channel access option to consider should be email.<\/p>\n\n\n\n
Email integrates smartly into call center activity. Unlike the telephone, where callers expect a timely answer with minimal delay, their expectation with email is less demanding. This doesn\u2019t mean you can sit on a pending email message for days and should aim for a same-day response, but most people accept a reasonable delay as normal. This provides the opportunity to set email aside when call traffic is high and to process email messages during slow times.<\/p>\n\n\n\n
Email agents should be able to read and absorb typed information quickly. They should also be able to type fast and accurately, without the need for editing.<\/p>\n\n\n\n
Text Chat<\/strong><\/h2>\n\n\n\nA third multi-channel access option to consider is text chat. This common, and increasingly popular, communication option is how many people communicate with their family and friends. It\u2019s no wonder that they expect businesses\u2014including the healthcare industry\u2014to embrace it too. <\/p>\n\n\n\n
Text chat agents, like email agents, must be able to quickly process typed messages and respond with accuracy. Unlike email, however, texting carries with it the expectation of minimal delay. In comparing chat with telephone calls, where multitasking doesn\u2019t work, experienced chat agents can effectively handle multiple simultaneous chat sessions.<\/p>\n\n\n\n
Social Media<\/strong><\/h2>\n\n\n\nNext consider social media. If patients try to contact you on social media, be prepared to respond. If you ignore them or take too long, they\u2019ll be sure to vent their frustration to everyone on their platform of choice.<\/p>\n\n\n\n
Social media agents need many of the same skills as email and chat agents. In addition, they must understand and be comfortable using each of the social media platforms that people could use to contact you.<\/p>\n\n\n\n
Other Channels<\/strong><\/h2>\n\n\n\nThis list is a great start, but it\u2019s not conclusive. If people want to contact you by mail or fax, be ready to handle those interactions. Also watch for emerging communication technologies so you can prepare for them before your patients ask.<\/p>\n\n\n\n
Multi-Channel Access Conclusion<\/strong><\/h2>\n\n\n\nIf your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n
Here are some multi-channel access points to consider.<\/p>\n\n\n\n
Telephone<\/strong><\/h2>\n\n\n\nThe telephone remains key for most people in most industries. In our push for multichannel access, let\u2019s not forget the telephone as it will continue to be the foundation for what we do. The telephone has been around for a long time, longer than any of us. <\/p>\n\n\n\n
The first healthcare call centers started nearly a century ago in the form of medical answering services, often called doctors exchanges. The telephone is proven, ubiquitous, and dependable. It\u2019s not new or exciting, but it is stable. <\/p>\n\n\n\n
And most consumers expect you to answer their telephone calls.<\/p>\n\n\n\n
Email<\/strong><\/h2>\n\n\n\nEmail has been around for several decades. It\u2019s no longer novel, with naysayers long claiming that email is dead. It\u2019s not. It\u2019s very much alive. When you consider growing your call center beyond the telephone, the first multi-channel access option to consider should be email.<\/p>\n\n\n\n
Email integrates smartly into call center activity. Unlike the telephone, where callers expect a timely answer with minimal delay, their expectation with email is less demanding. This doesn\u2019t mean you can sit on a pending email message for days and should aim for a same-day response, but most people accept a reasonable delay as normal. This provides the opportunity to set email aside when call traffic is high and to process email messages during slow times.<\/p>\n\n\n\n
Email agents should be able to read and absorb typed information quickly. They should also be able to type fast and accurately, without the need for editing.<\/p>\n\n\n\n
Text Chat<\/strong><\/h2>\n\n\n\nA third multi-channel access option to consider is text chat. This common, and increasingly popular, communication option is how many people communicate with their family and friends. It\u2019s no wonder that they expect businesses\u2014including the healthcare industry\u2014to embrace it too. <\/p>\n\n\n\n
Text chat agents, like email agents, must be able to quickly process typed messages and respond with accuracy. Unlike email, however, texting carries with it the expectation of minimal delay. In comparing chat with telephone calls, where multitasking doesn\u2019t work, experienced chat agents can effectively handle multiple simultaneous chat sessions.<\/p>\n\n\n\n
Social Media<\/strong><\/h2>\n\n\n\nNext consider social media. If patients try to contact you on social media, be prepared to respond. If you ignore them or take too long, they\u2019ll be sure to vent their frustration to everyone on their platform of choice.<\/p>\n\n\n\n
Social media agents need many of the same skills as email and chat agents. In addition, they must understand and be comfortable using each of the social media platforms that people could use to contact you.<\/p>\n\n\n\n
Other Channels<\/strong><\/h2>\n\n\n\nThis list is a great start, but it\u2019s not conclusive. If people want to contact you by mail or fax, be ready to handle those interactions. Also watch for emerging communication technologies so you can prepare for them before your patients ask.<\/p>\n\n\n\n
Multi-Channel Access Conclusion<\/strong><\/h2>\n\n\n\nIf your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n
Email has been around for several decades. It\u2019s no longer novel, with naysayers long claiming that email is dead. It\u2019s not. It\u2019s very much alive. When you consider growing your call center beyond the telephone, the first multi-channel access option to consider should be email.<\/p>\n\n\n\n
Email integrates smartly into call center activity. Unlike the telephone, where callers expect a timely answer with minimal delay, their expectation with email is less demanding. This doesn\u2019t mean you can sit on a pending email message for days and should aim for a same-day response, but most people accept a reasonable delay as normal. This provides the opportunity to set email aside when call traffic is high and to process email messages during slow times.<\/p>\n\n\n\n
Email agents should be able to read and absorb typed information quickly. They should also be able to type fast and accurately, without the need for editing.<\/p>\n\n\n\n
Text Chat<\/strong><\/h2>\n\n\n\nA third multi-channel access option to consider is text chat. This common, and increasingly popular, communication option is how many people communicate with their family and friends. It\u2019s no wonder that they expect businesses\u2014including the healthcare industry\u2014to embrace it too. <\/p>\n\n\n\n
Text chat agents, like email agents, must be able to quickly process typed messages and respond with accuracy. Unlike email, however, texting carries with it the expectation of minimal delay. In comparing chat with telephone calls, where multitasking doesn\u2019t work, experienced chat agents can effectively handle multiple simultaneous chat sessions.<\/p>\n\n\n\n
Social Media<\/strong><\/h2>\n\n\n\nNext consider social media. If patients try to contact you on social media, be prepared to respond. If you ignore them or take too long, they\u2019ll be sure to vent their frustration to everyone on their platform of choice.<\/p>\n\n\n\n
Social media agents need many of the same skills as email and chat agents. In addition, they must understand and be comfortable using each of the social media platforms that people could use to contact you.<\/p>\n\n\n\n
Other Channels<\/strong><\/h2>\n\n\n\nThis list is a great start, but it\u2019s not conclusive. If people want to contact you by mail or fax, be ready to handle those interactions. Also watch for emerging communication technologies so you can prepare for them before your patients ask.<\/p>\n\n\n\n
Multi-Channel Access Conclusion<\/strong><\/h2>\n\n\n\nIf your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n
Next consider social media. If patients try to contact you on social media, be prepared to respond. If you ignore them or take too long, they\u2019ll be sure to vent their frustration to everyone on their platform of choice.<\/p>\n\n\n\n
Social media agents need many of the same skills as email and chat agents. In addition, they must understand and be comfortable using each of the social media platforms that people could use to contact you.<\/p>\n\n\n\n
Other Channels<\/strong><\/h2>\n\n\n\nThis list is a great start, but it\u2019s not conclusive. If people want to contact you by mail or fax, be ready to handle those interactions. Also watch for emerging communication technologies so you can prepare for them before your patients ask.<\/p>\n\n\n\n
Multi-Channel Access Conclusion<\/strong><\/h2>\n\n\n\nIf your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n
If your call center is already providing multi-channel access, that\u2019s great. Look for ways to make your channel offerings more effective. <\/p>\n\n\n\n
And if your call center focuses exclusively on the phone, explore how you can move decisively and methodically forward to offer multi-channel access to your patients and customers.<\/p>\n\n\n\n