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Call Center Software for Heathcare
Provide Positive Customer Experience to Patients

    Ameyo for Healthcare

    Contact Center Software for Healthcare

    Today, every person expects top-notch customer service and after sales support. This is further true for healthcare establishments. According to a Deloitte report, telemedicine will attract 7 million patients by 2018. With the growing relevance of virtual healthcare, improving patient experience, integrating various medical services and streamlining processes will be top priority for hospitals in the coming years.

    Be it via phone calls, web mails, social media, IM, chat bots or text, customer service agents at hospitals should be able to communicate with the patients and their family member in the most fluid manner.

    In short, there is a growing need to leverage CX technology and adopt a customer experience platfrom that improves buyer's journey. 


    Patient Experience Touch Points

    • Appointment booking/cancellation
    • Reminding follow-up check up
    • Handling complaints
    • Sample collection
    • Delivering lab reports
    • Finance & insurance related queries
    • Emergency/Ambulance Booking
    • Patient Care and Feedback

    Current Challenges in the Health Care Delivery System

    • Keeping pace with rising customer demand
    • Unskilled customer support agents
    • Minimizing patient no shows
    • Weak agent response time
    • Poor call connect rates

    Ameyo’s Solution

    According to McKinsey & Company, the number of digital touch points is increasing 20% annually. As market leaders in call center solutions, Ameyo offers sophisticated call center software for health care industry.

    • Omni-Channel Solution - A comprehensive Omni-channel solution offering support via email, phone, text, chat, social etc. in a consistent and coherent manner to drive superior customer experience (CX)
    • Effective Case Management- The ability to create, manage and prioritize case tickets from first contact right to patient discharge, follow-up and after care
    • Query Based Service- Routing the patients/attendants queries to the most relevant agent. Example, attendant calling for insurance and finance related questions will be diverted to agents who hand such requests
    • Unified Access- Single view access across all channels. Integrated screen pop-up to get information about a patient.

     

    End Result- A Shift From Reactive to Proactive Health Care Delivery System

    • Increased Agent Productivity – Real time access to patient information not only improves agent’s productivity, it helps deliver personalized information/test results quickly
    • Lower Abandoned and Unproductive Calls- Predictive dialing technology automates outbound dialing processes to ensure lowest abandoned calls and eliminates unproductive calls
    • Faster Response Time- With the right technology stack, send real time enquiry notifications to agents and incorporate different communication channels of enquiry in a single platform
    • Advanced Reporting Capabilities- Allows the creation of highly customizable real-time reports of all activities, allowing businesses to efficiently track operations
    •  Higher Patient Satisfaction- Using contact center staff to manually place appointment reminder calls is inefficient and costly, adding up to an average of $120,000 a year in expenses for most companies