{"id":43008,"date":"2023-06-06T10:50:43","date_gmt":"2023-06-06T08:50:43","guid":{"rendered":"https:\/\/enreach.es\/?p=43008"},"modified":"2023-06-06T11:10:20","modified_gmt":"2023-06-06T09:10:20","slug":"com-millorar-leficiencia-dun-call-center-datencio-medica","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-leficiencia-dun-call-center-datencio-medica\/","title":{"rendered":"Com millorar l\u2019efici\u00e8ncia d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica"},"content":{"rendered":"

Els call center d\u2019atenci\u00f3 m\u00e8dica juguen un paper important en la satisfacci\u00f3 i l\u2019experi\u00e8ncia del pacient (PX). Cometre certs errors a l\u2019hora d\u2019atendre a les persones, no nom\u00e9s pot causar una mala impressi\u00f3, sin\u00f3 tamb\u00e9 una reducci\u00f3 de l\u2019efici\u00e8ncia.<\/p>\n

Com millorar l\u2019efici\u00e8ncia d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica<\/strong><\/h3>\n

1) Evitant les trucades perdudes<\/strong><\/h3>\n

\u00c9s probable que la majoria de nous pacients arribin a trav\u00e9s de trucades telef\u00f2niques. Aqu\u00ed \u00e9s on es perden la majoria dels pacients: mitjan\u00e7ant trucades perdudes.<\/p>\n

De fet, segons Medical Marketing, els call center d\u2019atenci\u00f3 m\u00e8dica perden entre el 20% i el 30% de les trucades. Quan un pacient potencial acaba a la b\u00fastia de veu, nom\u00e9s un petit percentatge deixar\u00e0 un missatge de veu; la majoria mai tornar\u00e0 a trucar i molts es comunicaran amb altres prove\u00efdors<\/strong>.<\/p>\n

2) Retornant les trucades en el menor temps possible<\/strong><\/h3>\n

Quan un pacient potencial deixa un missatge de veu, quant de temps triga el contact center en retornar-li la trucada? Si s\u00f3n m\u00e9s de 24 hores, es perden pacients.<\/p>\n

De fet, la investigaci\u00f3 ha demostrat en molts sectors que respondre en el termini d\u20191 hora significa tenir 7 cops m\u00e9s probabilitats de comunicar-se amb ells<\/strong>. Per tant, si no es respon amb certa celeritat, es perdran molts d\u2019aquests pacients potencials.<\/p>\n

3) Evitant els retards en la resposta de formularis online<\/strong><\/h3>\n

Un altre problema com\u00fa dels centres m\u00e8dics es troba en els enviaments de formularis del lloc web, com poden ser \u201cContacta\u2019ns\u201d o \u201cSol\u00b7licitar una cita\u201d. La majoria de les cl\u00edniques reben aquestes sol\u00b7licituds en una safata d\u2019entrada de correu electr\u00f2nic, on, fins a la revisi\u00f3 dels emails, poden passar uns dies abans que es produeixi la devoluci\u00f3 d\u2019una trucada o la resposta a un correu electr\u00f2nic al pacient.<\/p>\n

El retard en les respostes \u00e9s un error que els centres m\u00e8dics no haurien de cometre.<\/p>\n

4) Potenciant els intents de contacte<\/strong><\/h3>\n

Ja es tracti de la devoluci\u00f3 d\u2019una trucada o l\u2019enviament d\u2019un formulari, l\u2019intent de contactar a un client potencial ha de produir-se en el menor temps possible, per\u00f2 sovint requereix de diversos intents<\/strong>. En poques paraules, la majoria de les cl\u00edniques es donen per ven\u00e7udes amb massa facilitat amb nom\u00e9s uns pocs intents durant uns dies. Aquest enfocament d\u2019atenci\u00f3 al client provoca la p\u00e8rdua de pacients.<\/p>\n

La realitat \u00e9s que el 80% de les trucades acaben a la b\u00fastia de veu. Aix\u00f2 vol dir que s\u2019ha d\u2019intentar trucar a diverses hores del dia i diferents dies de la setmana.<\/p>\n

5) Utilitzant missatges de text<\/strong><\/h3>\n

Dependre \u00fanicament de les trucades telef\u00f2niques \u00e9s un risc. Els centres m\u00e8dics han d\u2019utilitzar tots els canals de comunicaci\u00f3 a la seva disposici\u00f3, incl\u00f2s el correu electr\u00f2nic i els missatges de text<\/strong>.<\/p>\n

Les trucades telef\u00f2niques sovint no s\u2019atenen ni es retornen perqu\u00e8 arriben en un moment d\u2019exc\u00e9s de feina. Tanmateix, els missatges de text s\u00f3n molt efectius per obtenir una resposta r\u00e0pida d\u2019un pacient potencial sobre quan podria ser el moment m\u00e9s convenient per parlar o abordar preguntes r\u00e0pides que els hi agradaria respondre<\/strong>.<\/p>\n

Tampoc es tenen en compte les p\u00e8rdues addicionals per la gesti\u00f3 de no presentacions a la visita m\u00e8dica i les cancel\u00b7lacions. Segons Modern Healthcare, nom\u00e9s el 41% dels consultoris contacten amb els pacients abans de les cites per realitzar recordatoris<\/strong>.<\/p>\n

L\u2019omnicanalitat, clau per augmentar l\u2019efici\u00e8ncia dels call center<\/strong><\/h3>\n

Amb l\u2019Omnichannel Contact Center d\u2019Enreach<\/strong><\/a>, els usuaris podran contactar-te des dels seus canals favorits, resoldre les seves consultes a trav\u00e9s de la Intel\u00b7lig\u00e8ncia Artificial (IA) i connectar amb l\u2019agent m\u00e9s adequat gr\u00e0cies al Smart Routing<\/strong><\/a>.<\/p>\n

D\u2019aquesta manera, els agents podran gestionar totes les converses des d\u2019un \u00fanic aplicatiu web, tu podr\u00e0s controlar el nivell del servei en temps real i analitzar els resultats per encertar en la presa de decisions<\/strong>. Tot aix\u00f2 des d\u2019un intu\u00eftiu tauler de control.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els call center d\u2019atenci\u00f3 m\u00e8dica juguen un paper important en la satisfacci\u00f3 i l\u2019experi\u00e8ncia del pacient (PX). Cometre certs errors a l\u2019hora d\u2019atendre a les persones, no nom\u00e9s pot causar una mala impressi\u00f3, sin\u00f3 tamb\u00e9 una reducci\u00f3 de l\u2019efici\u00e8ncia. Com millorar l\u2019efici\u00e8ncia d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica 1) Evitant les trucades perdudes \u00c9s probable que… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":43009,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3231,3099,3236,3100,4759,3537,4758,3106,3844,3631,4760,3283,3696],"class_list":["post-43008","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-atencio-medica","tag-call-center-ca","tag-capacitacio-agents","tag-contact-center-ca","tag-devolucio-de-trucades","tag-eficiencia-ca","tag-formularis-web","tag-ia-ca","tag-omnichannel-contact-center-ca","tag-px-ca","tag-resposta-emails","tag-smart-routing","tag-sms-ca"],"acf":[],"yoast_head":"\nCom millorar l\u2019efici\u00e8ncia d\u2019un call center d\u2019atenci\u00f3 m\u00e8dica - 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