Cloud Telephony for Healthcare Industry to Improve Customer Communication

By LeadAdmin | 06/10/2019 | Cloud Telephony

The healthcare industry worldwide is witnessing the fastest growth, with the US spending a whopping amount of USD 3 trillion towards its development, which contributes to almost 18 percent of its economy. India is also racing at a fast pace in terms of the healthcare industry with a CAGR of 16.5 percent to around 22.6 percent and is expected to hit a massive valuation of USD 280 billion as a whole within 2020. With the growth of the industry one thing becomes invaluable for its stakeholders, customer communications. And the best way to manage that is through the advancement in could telephony systems. This will not only bring order to the system, but also make healthcare services more accessible to the people in need.

Challenges in Communication for the Healthcare Industry

For hospitals, phones are always running off the hooks. Here are the 3 main challenges it needs to deal with:

1. Keeping a track of client communications

There are several patients who call the hospitals every day with numerous queries, and there are plenty of agents for most large organizations to address their grievances. But the hospitals hardly ever keep track of the client conversations and follow-up calls are a messy situation that causes irritation to both parties on either side. There must be a tracking system in place that keeps conversations recorded to address queries faster.

2. Measuring the performance of agents

While call centers do so with stringent policies and close watch over their agents. Hospital call centers mostly have no quality checks and performance tracking; this compromises the customer experience often to great cost of the hospitals due to negative impressions.

3. Tracking customer experience

There is no tracking system in place that measures conversions in hospitals, so hospitals and healthcare centers remain ill-equipped to measure their customer experience. The problem with lack of record keeping, leads to forged data manipulation and in turn affects the reputation and business of most hospitals.

For patients who are at the receiving end of the spectrum, the hardships are often graver and a higher cost.

Making appointments without having to wait for long hours at the waiting room is almost impossible these days. That is because most agents who handle such calls have no consolidated data to estimate a realistic time period for each appointment. Hence, it creates a mess for all having to wait for long hours, wasting valuable time, creating frustrations.

Notifying changes in appointments is yet another challenge. In most cases patients are notified too late of a cancelled appointment. This costs not only the clinic or hospital in relation but also to the doctor’s name in question in bad regard.

Alerting the patient of scheduled checkups and appointments is mostly a manual business still today, since it is completely manual it is prone to errors and delays that may cause gross inconveniences for the patients.

As for service centers such as diagnostic clinics and others, maintaining a CRM system in place can be a game changer. This will prevent data loss and keep track of communications made. This can be especially helpful for chains of diagnostic centers with multiple locations so that they can maintain customer experience and monitor performance to maintain a standard.

How Cloud telephony Solutions can help Healthcare?

Communication is key in every aspect especially in a sector where it deals with patients’ life and death. So a system that is easy to use and maintain is ideal to cater to a positive experience for everyone involved. Routing calls effectively to the right department with an IVR Service is an easy fix to call redirections. They also enable hospitals to use a single toll-free number or virtual number that is easier to remember and keep track of.

Automated reminders can improve customer experience at a great deal. New parents and elderly patients are especially helped through such an organized system. This can be put in place easily with a bulk SMS service for the healthcare industry. Such communications systems affirm reputation and maintain a lasting business relationship with patients.

With cloud telephony services in place one can maintain proper feedback systems to enable the patient parties feel empowered and in control and create a loyal group of subscribers to your hospital or clinic’s services.

Moreover with a technologically advanced secure system in place hospitals and health care organizations can maintain updated patient records, minimize errors and keep confidential data safe with themselves. It is time the healthcare industry got more accessible to its customers and got transparent with clear communications in place.

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5 Qs to Ask When Buying Cloud Telephony for Your Business

By LeadAdmin | 05/09/2019 | Cloud Telephony

With more and more new entrants coming up in the cloud telephony market it is easy to get confused about choosing the right one for your business. All businesses thrive on communication, be it with prospective customers, agents, or within the organization. And these days most business communications happen through phones. While there are numerous other channels of communication available to businesses today with email, instant messaging, videos etc. for business communications, but the humble old telephone is still remains an irreplaceable favorite for most.

Here are 5 questions to consider when choosing a cloud telephony provider for your business

1. The price factor

This is an important point to ponder with any business decision. For your information let us clarify that cloud telephony services relatively are a little more expensive than normal mobile phone connections. The reason being that these platforms is built on advanced technologies that not only help streamline the flow of calls in and out of the organization, but also offer data driven insights. While incoming calls come at a cost to the service provider but outgoing calls are a cost to the subscriber.

Then why choose cloud telephony you may ask. The reason is also cost-driven as they are still more cost efficient than having to create your own system using things like PRI lines or EPABX systems on your own, which requires a hefty investment.

Here are a few thoughts on who should consider cloud telephony services and why

  • For companies that don’t get more than 30 calls a day having a cloud telephony service setup, may not be very beneficial to them; as they will not be able to reap the full benefits of the system.
  • For those that are receiving more than 200 calls a day, it may make more sense to setup their own PRI lines or EPABX systems than to subscribe to a cloud telephony service provider. The cost will come around to be similar and you can have your own, on-premise custom solution.
  • Also consider the opportunity cost with each call you receive. If it is less that INR 50 then it is recommended to not spend too much or put in great deal of efforts to the system. Having a more organized phone system will work.
  • Furthermore, before you subscribe do pay attention to the lock-in span of time that comes with most cloud telephony service providers, this is a good time to think over the sustainability and plan of growth for your business.

2. Recognizable telephone numbers

This is one of the greatest benefits of availing cloud telephony service. You get to choose a single number for your business, so choose wisely depending on your overall setup. Also pay attention to the location of the number. For e.g. a business located in Jaipur wouldn’t benefit too much from having a Mumbai-based landline number. Also consider the fact that all outgoing calls are made from a server based line, so consider how people will perceive the call they will be receiving from your outgoing business calls and choose accordingly. A safe way is to go by mobile number-like telephone numbers as it opens up a lot of possibilities.

You can also opt for vanity numbers that are fancy numbers that help bring about memory retention of your phone number; businesses like cab companies and the likes can reap great benefits from such connections. But they will come expensive.

3. Know about support

Consider the kind of support engagement you are looking at. It is always a good idea to understand how things work to have more control on your system. Watch some YouTube videos to keep yourself informed. However, since this is a SaaS dominated industry you may not get complete service like support from any provider. It may pay to keep a small tech team on standby for small customizations, bug fixes and API integrations, although notable service providers like PRP Services offer complete API integration and customizations on request.

4. SLA

Most cloud telephony services are based on existing operator networks, so the up-times for response will be on the mercy of operators. However, in terms of response time cloud telephony services is better than having to deal with telecom operators. Telecom operators mostly have no SLA support. There are service providers who have devised definitive fail-overs for services like toll numbers as well as mobile numbers, so choose wisely and research well about service providers to get the best.

5. Voice Platform APIs

This is an important aspect that you will need to pay attention to at some point, be it to integrate with your CRM or even for pooling common data. APIs are the best things about cloud telephony and can be really helpful. It may make sense to have a small tech team on standby when it comes to APIs as they tend to be highly comprehensive tech products and like most complex tech products do read the API documentation with care to know the possibilities.

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Virtual Receptionist Vs. Traditional Call Centers - Who is Better?

By LeadAdmin | 04/09/2019 | Cloud Telephony

You need more than just simple professionalism for handling important business calls from clients and other stakeholders. However, when it comes to choosing suitable people for the job, most companies be it large or small spare less than for any other position. A receptionist is the welcoming voice and face for your company, he or she is the point of first impression for your business to prospects and should project an image suitable to the brand image you aim to project for your organization. So, inherently they should be much more than polite, they should be consistent, patient and avoid making errors with a contingency plan in place that is fail safe.

Such high expectations can be difficult to be met by any skilled humans, but such consistency and intuitiveness with prompt actions is something that humans have mastered through their own creations. Virtual receptionists while do sound dystopian like futuristic are widely used by large corporations as well as small businesses for the benefits they offer.

What is Virtual Receptionist?

Businesses no matter the industry or the economy always run on thin ice when it comes to customers. A small bad experience with your company and your clients will not a minute to switch over to your competitors. This also includes every time they place to call to connect with your business and are left unanswered, put on hold for endless hours and after all that not having their problem resolved or query answered by the right person with the right information. A virtual receptionist is your solution to all these aforementioned problems and more.

However, virtual receptionists should not be confused with a robotic physical entity; it’s a simple software program that virtually takes care of everything that is expected of a human receptionist and more within a timely manner and with more speed and accuracy. You will no longer have the phones ringing off the hook on an empty reception desk, no calls would go unattended, and so your brand image will be maintained as a reliable and reputable organization that cares about its customers and is here to stay and serve and not run overnight. A virtual receptionist will help you build a meaningful relationship through systematic workflows and organization within your company from the very first point of contact with you. Moreover, if in any case a call is missed due to technical discrepancies an IVR service provider offers systems that send automated message alerts to let you know about calling back the missed connect.

Moreover, a good virtual receptionist comes with the following features:

  • Call recording
  • Call tracking
  • Easy call centre setup
  • IVR Service
  • Analytics of data
  • Improvement of customer service

Conclusion

Furthermore, virtual receptionist services are cost effective, location independent, do not need a new infrastructure and offer benefits like CRM integration, analytics and a single number for the operation of your whole business like your own identity.

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