5 Benefits of Call Recording for a Healthcare Call Center

Call recording in a healthcare call center gives agents the tools they need to deliver world-class customer service every time they call, helps advance compliance, increases hospital reputation and improves the patient experience.

5 Benefits of Call Recording for a Healthcare Call Center

1) Improved Patient Experience

Medical centers know that they have to keep patients satisfied in order to remain their preferred healthcare provider. Calling to make an appointment should be a hassle-free process that gives patients the information they need and leaves a positive impression. Call recording can help ensure that patients receive excellent customer service at all times.

Contact center supervisors can use the recordings to get sample calls to assess performance and train agents on how to handle certain situations. Without these recorded conversations, it is often difficult to provide adequate training to improve interactions with patients and families.

2) Increased Productivity

If agents aren’t trained to replay conversations and learn from them, productivity can be negatively affected. In this sense, call recording allows the development of previous call scripts, so that agents are prepared to efficiently address the most common requests and queries.

This functionality includes screenshots, as well as audio, which can also be reviewed for opportunities to improve operational efficiency. For example, if an agent is taking a long time to perform a particular task, your call center could implement a shortcut so that she can accomplish it. Viewing these recordings sheds light on blind spots and helps fill in the gaps for maximum productivity. It also contributes to the empowerment of agents, as it actively provides them with the right tools necessary for them to be successful in their work.

3) Obtaining Valuable Data

The contact center is perhaps the number 1 underutilized resource for understanding customers. Most organizations receive hundreds or even thousands of calls each day. Therefore, valuable data is being lost if call recording is not installed in the call center. This functionality helps to better understand customer needs by answering questions such as:

• Why do they go to the medical center?
• What kind of information is usually sought? Is there a way to better serve it in other formats?
• Are they receiving the information/help they seek in a timely manner?
• Are they satisfied/dissatisfied? Why?

4) Communication Problems

Communication problems are often at the heart of the most common mistakes. Here, contact centers have a key role, since they do much more than answer incoming calls: many have a direct role in patient care with the responsibility of initiating critical codes, or issuing emergency notifications, among others.

5) Comply with Regulatory Policies

Medical center call centers are subject to the same regulatory laws as patient care units. Thus, they must comply with HIPAA (Health Insurance Portability and Accountability Act of 1996) and other patient privacy rules and regulations. Recording and storing all telecommunications interactions ensures that you are ready if an organization comes under a HIPAA audit. In addition, recordings can also help show compliance with medical record regulations.