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5 Risks of Falling Behind on Healthcare Call Center Technologies
Ziv Gidron Head of Content, Hyro
5 Risks of Falling Behind on Healthcare Call Center Technologies

The healthcare industry is undergoing a profound transformation driven by rapid health tech innovation. We have robots performing surgeries, wearable gadgets that keep track of our health in real-time, and AI tools that can analyze mammograms with incredible speed and accuracy—30 times faster and 99% accurate, to be exact.

 

But while health systems are working hard to deliver more efficient and patient-centered care fueled by tech, they can’t afford to overlook the heart of their operations—the healthcare call center.

Call Centers as the Heart of Healthcare Organizations

Call centers are more than just a hub for handling patient queries. They’re crucial touchpoints that can shape the patient’s experience and perception of the care received, influencing patient satisfaction, engagement, and loyalty.

 

Engaging with healthcare services can be an anxiety-inducing experience. We rarely visit the doctor when everything is going well, and for many individuals, their first step on a potentially overwhelming journey is contacting their healthcare provider’s call center. And when you add long hold times, stressed agents, and clunky technology into the mix, you risk exacerbating these anxieties. 

 

This is where investing in the right technology becomes essential. Technology has the potential not only to streamline healthcare call center operations—benefiting the organization’s bottom line—but also to enhance patient experiences and outcomes.

 

With this in mind, let’s explore the top five risks associated with falling behind on contact center technologies. We’ll also discover how advanced call center solutions and tools, such as conversational AI, can pave the way for better patient access and care.

Increased Operational Costs

Let’s start by taking a look at the cost of labor. According to a Hyro survey of 200 healthcare call center leaders, running an in-house call center can rack up a hefty bill of up to $13.9 Million per year on average. Of that, $6 Million (43%) is spent on labor costs (hiring, training costs, benefits, etc).

 High turnover rates, which in some health systems reach a staggering 25%, only make matters worse. Constantly losing and replacing staff takes a toll on morale, and productivity in the call center, creating a never-ending cycle of setbacks.

 

High turnover rates and staff costs are influenced by many factors, and technology is a major player in this equation. When agents are stuck dealing with multiple outdated systems or struggling with slow technology, their job becomes unsustainably demanding and a whole lot more frustrating. These inefficiencies not only lead to agent burnout but also contribute to higher turnover rates and increased staff costs.

 

Moreover, sticking with outdated technology can be costly in itself. The resources spent on maintaining, troubleshooting, and fixing issues related to obsolete systems could be put to better use by investing in cutting-edge solutions. Upgrading to more efficient systems not only reduces the need for manual work but also cuts operational costs. Instead of pouring dollars into outdated technology, organizations can save by redirecting those funds toward implementing advanced technologies that streamline operations and deliver cost savings.

 

Conversational AI can be a game-changer here, helping with routine inquiries and relieving the administrative burden on human agents. Call center AI assistants can instantly answer common questions about clinic hours or prescription refills, freeing up human agents to handle more complex and personalized interactions with patients. 

 

Repetitive and unchallenging tasks are a major factor in employee turnover. By leveraging conversational AI, organizations can ease agents’ workload, boost job satisfaction, and reduce turnover rates.

Lack of Efficiency

Outdated systems can significantly hamper efficiency. According to a CCW Digital Market study, 17% of call center employees find their tools too difficult to use. 

 

Fortunately, exciting innovations like call center automation and cloud-based telephony systems can completely transform this paradigm. By integrating modern CRM and EHR systems, accessing information becomes effortless, reducing the time spent on each call and enhancing service quality. The best part is that these modern tools are user-friendly and easy to comprehend, making daily tasks smoother for agents.

 

On the other hand, complex or restrictive systems can cause staff burnout and greatly impede efficiency.

 

In a well-equipped contact center, an efficient call routing system directs calls to the most suitable agent based on the complexity of the inquiry or the agent’s specialization. But in a center with an outdated system, calls may be randomly distributed.

 

Consequently, agents might consistently handle calls that are either beyond their area of expertise or too complex for their skill level. This mismatch can result in increased stress and frustration as they struggle to meet the needs of patients and lead to longer call durations, increasing their workload and the pressure to meet targets.

Data Gaps

Without adequate data analysis, data becomes meaningless. The same CCW study showed that 27% of call centers struggled with insufficient actionable customer data, presenting a painful gap for healthcare call centers. 

 

Data analysis turns raw data into meaningful insights, enabling organizations to make informed decisions. In healthcare contact centers, data analysis can provide a deeper understanding of main call drivers, operational efficiency, and areas of improvement. It can uncover patterns, trends, and correlations that might otherwise go unnoticed, such as peak call times, common patient issues, or workflow bottlenecks. 

 

Data analysis plays a crucial role in identifying the most frequent questions or complaints that callers have regarding their treatments or medications. Contact centers can leverage this valuable information to improve their services by developing a more effective FAQ section on their website or creating specialized agent scripts to efficiently address these common inquiries.

 

Let’s take the example of a healthcare call center that is dealing with a sudden surge of calls regarding seasonal allergies. Through deep analysis of call data, the center’s leaders can identify upticks in call volumes during specific months, indicating the peak of pollen seasons. By utilizing predictive analytics, the center can proactively anticipate these spikes, ensuring sufficient staff are present during high-demand periods. This proactive approach minimizes wait times, leading to increased patient satisfaction.

Compliance Risks

When it comes to compliance, the stakes are undeniably high. And worryingly, nearly 96% of call centers admit facing challenges in protecting their business and remaining compliant. 

 

HIPAA standards demand significant technology investments to ensure safety and security. Falling behind here isn’t an option; non-compliance carries substantial risks, from hefty fines and potential lawsuits to a damaged reputation and lost patient trust. 

 

Fortunately, call center solutions offer a remedy. These advanced systems come equipped with features such as end-to-end encryption and secure data handling, bolstering the security of every interaction. The best part is that they achieve this without compromising operational efficiency.

Inconsistent Patient Engagement

An engaged patient is more likely to follow care instructions and report symptoms early, leading to better outcomes. But falling behind on technology can affect call centers in more ways than just patient health.

 

Firstly, outdated technology can result in longer wait times and inefficient service. In today’s fast-paced world, patients expect quick responses and outdated systems can leave them feeling dissatisfied and frustrated.

 

Secondly, without modern technology, call centers miss out on opportunities for personalized patient interaction. Innovative tools like AI and data analytics offer valuable insights into a patient’s history, preferences, and needs. This allows agents to provide more personalized and effective care.

 

Lastly, a lack of up-to-date technology can limit accessibility options. Modern healthcare contact centers utilize various channels like email, live chat, and social media to connect with patients where they are most comfortable. Neglecting these channels risks alienating patients who prefer alternative forms of communication.

 

To address these challenges, solutions like AI and automation are crucial. They ensure patients receive prompt and accurate responses while providing round-the-clock support. These technologies also enhance the patient experience by offering a sense of care and attention.

Final Thoughts

Falling behind on call center technologies in healthcare is a risk too great to take. Healthcare providers to embrace conversational AI, automation, and data analysis, can minimize risks and provide top-notch service to patients. 

 

In an industry increasingly focused on patient satisfaction, staying ahead with the right technology is not just a strategy but a necessity.

About the author
Ziv Gidron Head of Content, Hyro

Ziv is Hyro’s Head of Content, a conversational AI expert, and a passionate storyteller devoted to delivering his audiences with insights that matter when they matter most. When he’s not obsessively consuming or creating content on digital health and AI, you can find him rocking out to Fleetwood Mac with his four-year-old son.

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