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Why You Should Hire a Healthcare Call Center During the COVID-19 Pandemic

Why You Should Hire a Medical Call Center During the COVID-19 Pandemic

By | Administrative Support, Business Sustainability, Call Center Support, Customer Service, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Medical Virtual Assistant, Outbound Call Center Services, Remote Support Services, The IU Way, Virtual Assistant, Virtual Assistant Support | One Comment

Being a healthcare professional is one of the most stressful jobs to have during the COVID-19 pandemic. Even if your healthcare center does not cater to COVID-19 testing or treatment, you likely have several patients whose health you need to monitor closely in radically different conditions than any of us were used to previously.

Most healthcare providers cannot in good conscience neglect their patients, urgent or otherwise, for extended periods of time. Physician groups, hospitals, and clinics around the country are shifting to telehealth or minimum-contact patient care. However, they are not fully equipped to deal with these drastic changes. With most patients preferring to call in or video-link to doctors, but not willing to wait for care, it is important to ensure that these processes run like a well-oiled machine.

You need experienced medical call center agents to handle this sudden influx of calls. The calls might range from appointment scheduling, to prescription refilling, to questions about invoices, and reliable after care. Relying on your employees to do both this work and their usual roster of tasks will almost certainly result in poor customer satisfaction.

Why You Should Have a Medical Call Center

Give Your Patients COVID-19 Information

Healthcare practices are the first point of contact for people when they have questions about the pandemic. This is especially true for especially those specializing in general medicine or internal medicine. Since new information about COVID-19 is coming forth constantly, patients reach out repeatedly, trying to quell their anxieties about potential symptoms. Many also keep calling to ask how to stay safe in these conditions. Doctor offices around the world, from India to the UK and the US, are reporting a deluge of calls with a dearth of patient visits. Mobilizing to cater to these calls with a minimum of disruption to all other essential work is necessary. Your one solution to this problem; which will likely stretch to the next year and possibly beyond, is hiring a healthcare call center.

Improve Customer Satisfaction and Keep Revenue Streams Ongoing

These days, patient footfall has fallen drastically on site; so quality measures should focus largely on call responses instead of on-site dealings for the time being. Training a staff that is used to face-to-face interactions to transition to communicating only over call is an uphill battle.

However, keeping customer satisfaction levels high is as imperative as ever. Bear in mind that any patient receiving comprehensive and compassionate guidance from you during this time is likely going to show customer loyalty towards you for a long time. You will reap dividends many times over in the long run by focusing on patient satisfaction through healthcare call center support.

Patients are asked to provide information about their healthcare experience via the annual Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey results can lead to hospitals losing some reimbursements from Medicare; an overall loss of over $1.7 billion in 2017. A healthcare call center influences and improves the patient experience, ensuring that a minimum of these reimbursements is lost. This is why two-thirds of US hospitals use healthcare call center support.

Healthcare Call Centers Can Save Money for Physician Groups

A healthcare call center brings with it a wealth of experience and guaranteed HIPAA compliance.

By sharing a healthcare call center across a physician group or a clinic shared by several providers, the cost of handling patients goes down considerably. Instead of hiring several people, one competent and trained healthcare call center representative can handle all calls made to the group. This brings down the immediate cost of labor for all physicians who are part of the group. The cost of training is reduced as well, while the cost of lost patient revenue due to irate clients becomes negligible.

If only one provider wants to hire a healthcare call center, that provider can hire a call center representative who works part-time but manages or returns all the calls made. Through IdeasUnlimited’s healthcare call center facilities, you can hire a call center representative to work for you for a pre-agreed number of hours per week. The healthcare call center’s focus leads to efficiency, with immediate results being apparent.

Lower Risk and Better Compliance

Having a HIPAA-certified agent handle your calls lowers compliance risk considerably. While initial HIPAA-training can take from 2 to 3 hours, the ongoing training and compliance is a struggle for each provider. HIPAA procedures need to be so ingrained in the staff that patient privacy and best processes take center stage. The best way to do this is by hiring a healthcare call center that has certified agents.

Identifying Where You Are Losing Money

Some healthcare call centers, such as those operated by IdeasUnlimited, offer a holistic package which includes cost audits. IdeasUnlimited’s healthcare call center service includes an audit of the business, which will identify where the healthcare provider is losing money. This service is imperative during the coronavirus crisis. Especially since healthcare providers and physician practices are being encouraged to operate at full capacity, yet income is slow with coming in. Reducing unnecessary costs and administrative bloating can improve the bottom-line manifold. Most healthcare providers who grow beyond an office of ten people don’t realize that their administrative costs are too high and can be reduced through consolidation. Having a third party objectively analyze your costs will identify where your business can improve cash flow in these trying times.

Access to Service Data and Quality Control

When you hire front desk representatives to take patient calls, you don’t have access to the kind of data you need for quality control. In such a situation, your options for keeping tabs on and improving customer service are very limited. On the other hand, healthcare call centers operate with strict quality measures in place, and content dashboards with access to service data. Having access to data regarding each patient contact grants you immediate feedback regarding services. Moreover, it helps you steer the direct and indirect messages going out to your patients.

IdeasUnlimited’s quality assurance team can take this task off your hands as well. The quality assurance team monitors calls and ensures that the standard operating procedures, as defined by the client, are observed. Quality assurance ensures excellence at each stage of contact with the patient.

By documenting each client contact in an easily searchable way, you ensure that your client contacts are up to par. You also have a detailed client contact history that enables you to have as complete a picture as possible when dealing with a client. Having detailed records also minimizes provider liability.

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

If you are not yet employing a healthcare call center, now is the time to take the leap and reap the dividends. Not shifting to a healthcare call center may actively be harming your business without your knowledge. IdeasUnlimited is the ideal partner to help you transition to a new way of handling your patients. Contact us at sales@ideasunlimitedonline.com to get a custom quote for your business today.

How Remote Work Saved Me! Conquering All Odds

How Remote Work Saved Me! Conquering All Odds

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Ecommerce Support, Employee Management, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way | No Comments
Shahzad Yaqoob (Nick)

                                                  LinkedIn: shahzadyaqoob/    Facebook: shahzad.yaqoob.39948
 Upwork: shahzadyaqoob
Email: shahzad@osbprovider.com

Shahzad Yaqoob (aka Nick) is an entrepreneur, a philanthropist, a family man, and a human being with a strong resolve. He is an avid reader, a keen sports fan, and loves to spend time with his kids.

He has travelled across the oceans and built a remote career for himself, which no one except his brother believed could work out. He has been successful in establishing an award-winning company that not only offers a professional and flexible work environment but is productive and rewarding for all those involved—the IdeasUnlimited Family.

He is the founder and CEO of IdeasUnlimited, a business support services providing firm that is headquartered in Houston.

Self-discipline and a strong drive can help you overcome any situation and Shahzad proved that in quite short time. He has become an inspiration for all those who know him in a professional capacity.

A chat with him revealed much more about his struggles and relentless efforts to gain a reputable position for himself and help others see the light at the tunnel’s end.

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Social Anxiety and Remote Work

Nick's Story of How Remote Work Saved Him

Like me, most of you must have heard of and may have met people dealing with some kind of psychological struggle. But it is hard to fathom the agony they must be going through in order to meet day to day expectations as a family member and a worker. Typically, our society does not consider them fit to be a part of normal life.

Social anxiety impacts a worker’s life as soon as the day starts. A worker starts worrying about commuting to work, meeting people, deadlines, and the office environment. These worries also have spillover effects in their personal life.

It is usually advised to work on your anxiety disorders and then re-enter the workplace. However, it is neither financially nor professionally feasible. There are many different types of anxiety conditions but the proven key to success despite anxiety issues is to find an outlet and not let anxiety control your life.

Remote work has been a blessing in disguise for many of us facing geographical, health, and social constraints.

Shahzad had been struggling with acute social anxiety since his teenage years but in 2010 it worsened as a never-ending turbulence for his social existence. He was so perturbed that he could not contemplate any other solution other than ending everything, including his life.

As he left his regular job, he got called in for a part time remote job as an outbound caller. Halfheartedly, he accepted it and soon realized the opportunities that remote work could offer.

It gave me hope and that was a big thing… remote work can give you time to settle. You can explore the possibility of making likeminded friends or exploring other avenues of tackling social anxiety, or any other psychological or physical limitation you might have.

IdeasUnlimited’s existence shows me the importance of a support system in your life. It might be just one person. But someone to support and understand you, someone to show trust in your strengths and help you overcome your weaknesses, can take you a long way in life. For our CEO, this constant support has been from his brother. Today Shahzad considers all his colleagues as his support system, but it is primarily his brother, Shahid Yaqoob, who recognized Shahzad’s potential and guided him well at every step.

My brother has been the most positive influence in my life and career, my strongest support…I must thank my brother who helped transition everything without a hassle. I still look up to him for business advice…

IdeasUnlimited Making Lives Better

I had a chance to talk with Shahzad recently and it made me realize that everyone has their own battles and you never get a level field to achieve your ambitions. It is important to fall and then learn to stand tall. I realized that every company was once just an individual struggle, and every CEO-ship was once just a start…

In 2010, Shahzad took his brother’s advice and registered his company in USA. He worked day and night and built his credibility in the remote work industry and continued to build his team. Despite all hurdles, he stayed consistent and expanded his business to hundreds of workers from Pakistan, Philippines, India, USA, South America, and Europe.

I have been running this business remotely for nine years now! I manage call center locations myself in Karachi (Pakistan) and in Houston (USA), and then have partners run several call center locations in the Philippines.

Shahzad initially faced the common issues of remote team members. However, after sporadic work and trials and errors, IdeasUnlimited developed a very effective recruitment and monitoring process that facilitates competent workers in achieving the results expected by the clients. There is no discrimination and IdeasUnlimited promotes an inclusive workplace for anyone who is willing to unleash their potential and achieve results.

Now we have highly professional and trained HR and Administration teams, along with precisely tested processes to assure top productivity and efficiency, and a workforce that possess the required skills, attitude, and intent to do well.

Over time Shahzad has trained himself to stay calm and not let anxious thoughts take over his decision-making ability. He did not let initial failures deter his perseverance to achieve his dream. Interestingly, his dream has never been to succeed alone, it has always been about allowing people suffering in any way find HOPE for their future. And quitting was never an option.

This [quitting] never crossed my mind even when we went down to only one major project in 2013 for three to four months. We had a major downfall for no discernable reason, but quitting was just not an option.

The beauty of a struggle is that it helps you relate to those who are in the same boat. But the beauty of success comes when you work to let others be a part of the new possibilities too. It is when you build collaboratively to help others benefit from it as well. Shahzad proves how honest struggle creates empathy and the desire to improve the lot of others like you.

Knowing and having gone through such feelings [anxiety] and then finding remote work, which helped me gain my confidence back in life, has convinced me to show this path to others as well.

IdeasUnlimited in the Future

Shahzad often talks about mutual growth and giving back to society. He frequently initiates discussions about global social and economic concerns on the company’s platforms and I find him very ambitious towards finding solutions to major world problems. He envisions an inclusive company that provides opportunities for those with talent and one that sponsors education for orphans and the less fortunate all over the world.

He sees the remote work industry expanding in terms of innovation, coverage, and workforce. But he is looking forward to this industry getting globally regulated and judicated to meet new challenges of fraud and digital deception.

IdeasUnlimited is one of the highest-ranking companies for remote contracts and has recently won recognition on Clutch Awards and The Manifest. Shahzad thinks it is because of his team that his vision is gradually becoming a reality.

Shahzad values his workers and strictly believes in mutual growth. He always mentions each one of the senior members of his team in connection to IdeasUnlimited’s consistent upward track record.

With the same regard and passion, he wants to take the company forward in a way that it is rewarding for all those involved.

IdeasUnlimited is aspiring to become a company that meets the expectations of its clients at competitive pricing while the workers grow professionally, without being restricted by any personal circumstances.

Nick's vision for IdeasUnlimited

IdeasUnlimited gives me hope for all the conditioned workers in the labor force today—they too can work with a vibrant, growing company and build their remote careers. I will always be proud to have worked in an organization that values and builds its success with people, without discriminating or benching someone for something beyond their control.

It is a company that is future forward. It has the potency to help millennials choose their lifestyle as well as workstyle.

Shahzad Yaqoob has been successful in creating an organization that has commendable work ethics and quality of service while focusing on agility and technical standards required by their fast-paced, modern clients.

Shahzad has learnt the art of balancing life and work and not taking anything for granted. He is helping others strive for this balance too by believing in their strengths and conquering the odds set against them.

If you are interested in Shahzad’s complete narrative, you will find here a detailed question and answer session I had with the CEO of IdeasUnlimited. It is a story of his perseverance and personal struggles that have led to the success of many.

Please let us know your thoughts in the comments below.

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About IdeasUnlimited
Improve your customer service center for customer retention

What Are Customer Retention Strategies?

By | Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Customer Service | 2 Comments

Successful customer retention is a major sign of business health and it is closely related to the growing concept of customer success through a well-established customer care center.

It works simultaneously as a marketing strategy while also aligning the company’s vision as part of its strategic goals. Customer retention means you are focused on developing a long-term relationship with the client rather than extracting short-term, temporary transactions.

Previously, marketing strategy revolved around convincing a consumer to buy your product/service and realize that it is at least marginally different from the other alternatives available in the market. Now, a customer care center must work on the entire customer purchase pattern and create consumer success—tangible rewards and benefits that the consumers will receive by making your company a long-term member of their consumption bundle.

This shift brings more challenges, but results in higher retention rates, lower costs of sales, and an improved bottom line.

It is crucial to understand that a customer retention strategy requires detailed study of successful consumers, their buying behavior, preferences, and disposable income. Top of FormThese customer retention strategies can vary from business to business. As a rule, it should be kept in mind that customer retention entails keeping the old customers with you, lowering exit rates, and increasing sales.

Let’s elaborate each of these concepts to help you formulate your own strategies for each step and retain customers successfully through your customer care center.

Keep Existing Customers Close to You:

A simple look around you can show you how expectations have changed and how an influx of choices has made consumption more complicated.

It is common for businesses to divide their customers into demographic profiles for setting marketing and sales goals. It is about time that these profiles are scrutinized to understand customers’ thought processes and buying patterns.

As customers are changing, your company should be able to keep up with their changed preferences to give them the choices and products they are looking for now. There can be a number of ways to retain your customers once you have outlined their preferences and are ready to meet their expectations.

Selling More and Often:

Brand Loyalty Programs can be introduced that are most likely to attract new and keep your existing customers coming back to you. They key factors here are features, designs, and quality you offer your customers. 66% consumers tend to stay loyal to a brand if they find features, quality, and design as per their changing demands.

Similarly, Coupons are a very effective and popular way of retaining customers. Offering coupons to your existing customers for their preferred item can motivate them to make an immediate purchase, especially after 30 months of association. This also gives them a feeling of personalized service, which further instills brand loyalty. In a study, 60% consumers agreed to Surprise Rewards being a major factor for their staying loyal to a brand.

Value Added Services or Cross Selling with a partner brand also keeps customers coming back to you.  Data-sharing partnership is also a potential avenue for increasing customer retention by letting partner companies share data and collaborate for time, season, and location-specific offers.

Rebrand your business to meet customer expectations. As Richard Branson has very aptly said, do not just meet expectations of your clients but exceed them.

It is equally important for acquiring new customers as well as retaining existing customers that a business is rebranded. Rebranding helps you move with customer preferences, as mentioned earlier. It is evident that modern customers are always on the look-out for something fresh and new. Therefore, it is feasible to rebrand and accommodate existing customers to show them all new customer success to convince them to stay. Rebranding helps to overcome an outdated image of a company and helps in exceeding the expectations of your existing clients.

Where Is Customer Churn Taking Place and Why?

In connection to the above discussion, reviewing customer behavior and company-client relationships can give valuable insights for retaining customers. One important information is to know where the customer exits and why?

Monitoring customers’ online journey can tell you the exact point which disturbed the customer enough to withdraw from your company and move onto someone else for a purchase. It may be long delivery times or dodgy/outdated payment options. It can also be the outdated overall layout of your website and poor social media presence. Most importantly, customer churn can take place due to improper handling at the customer care center.

Revamping the Customer Care Center

For modern consumers, online presence, customer service and delivery service have to be top notch. A well maintained customer service center can be an answer to all three of these goals.

To build a successful, longer term client relationship, your company has to build an effective customer service team. You require a friendly, personable team that is agile, technically smart and is trained to show gratitude and courtesy to the customers. Agents should have product and policy knowledge and the ability to resolve issues satisfactorily. This also leads to the capacity of a customer care center to quickly respond to a query in the required language, take required actions immediately, document, and follow up.

To have a versatile customer care center, it is most feasible to contract a company with prior experience of multilingual call center services, omnichannel support, and capable of managing and monitoring the teams to provide hassle-free best results for your company.

A good CRM tool is also a vital investment to keep your relationship organized and documented. It can cover all channels of support. To keep customer engaged through your online presence and product lifecycle, reemphasizing their customer success is important.  Influencers and arranging Q and A sessions can ensure a lot of engagement and build stronger relationships. A good customer advocacy program or creating online customer groups, webinars, and user group meetings are also some ways of bringing customers together.

Customer retention is a goal and strategy in itself. As the technology is advancing and nothing is inaccessible for a modern consumer, it is important that your business is able to deliver products and customer services that match the requirements and ideas of your customers. Targeting new customers improves revenue but keeping old customers intact helps in building company value and sustainable growth.

Originally posted as an answer on Quora for What are customer retention strategies?

Answer by Saira Zafar, Content Contributor, IdeasUnlimited