Is the Contact Center a Strategic Ally? The Advantages of having a BPO specialized in Patients

> Transforming the Customer Experience through the evolution of services. 

In the digital age, where customer service has become a fundamental pillar of business success, good patient care has transcended convention. Now, it has become much more than just a contact center. In addition, contact center service includes advanced capabilities to enhance the customer experience.

Why is a bpo service a strategic ally for the healthcare institution? 

A BPO (Business Process Outsourcing) contact center can be a strategic ally for a healthcare institution for several reasons: 

• Specialized customer care: BPO contact centers are usually staffed with specialized customer care personnel. These personnel are trained to handle specific health-related queries and problems. This ensures more efficient and quality care for patients and users of the healthcare institution. 
• Cost reduction: Outsourcing customer care operations to a BPO contact center can help reduce operating costs for the healthcare institution. This is because they do not need to invest in infrastructure, technology or staff training. The BPO provider takes care of all that. 
• Scalability and flexibility: BPO contact centers can easily adapt to fluctuations in the healthcare institution's customer service demand. They can quickly scale staff or resources as needed to meet changing needs. This ensures continuous, uninterrupted care. 
• Advanced technology: BPO contact centers often use advanced technology, such as customer relationship management (CRM) systems, IVR (Interactive Voice Response), chatbots, among others. These tools improve efficiency and customer experience. This can translate into better appointment management, claims follow-up, medication reminders, among other services. 
• Data analysis and continuous improvement: BPO contact centers can provide detailed data analysis of customer interactions. This enables the healthcare institution to identify areas for improvement in its services and processes. It also facilitates the implementation of continuous improvements to better meet patient needs and expectations. 

In short, a BPO contact center can be a strategic ally for a healthcare institution. It provides specialized customer care, reduces costs, offers scalability and flexibility. It also uses advanced technology and facilitates data analysis for continuous service improvement.  

A specific case 

By how much can costs be reduced by using a BPO, for example, to handle patient flows of more than 1,200 patients per day in Spain? 

The cost savings of using a BPO to handle patient flows can vary depending on a number of factors. These factors include the type of services outsourced, the complexity of the operations, the geographic location and the specific service provider. However, in general, some of the major cost benefits of using a BPO to service patient flows may include: 

• Reduced labor costs: By outsourcing customer care and other patient care functions, healthcare facilities can reduce the costs associated with hiring, training, salaries and benefits of additional staff. 
• Elimination or reduction of infrastructure costs: By using a BPO, healthcare institutions can avoid the need to invest in additional infrastructure, such as telecommunications equipment, IT systems and office space. This can generate significant savings. 
• Leveraging economies of scale: BPO providers often operate on a large scale, which allows them to spread fixed costs across multiple clients. This can translate into lower rates for outsourced services compared to the costs of keeping those functions in-house. 
• Process optimization and technology: BPOs often specialize in operational efficiency and often have advanced technology to optimize processes. This can result in increased productivity and efficiency, which in turn can reduce operating costs for the healthcare institution. 
• Reduced management costs: Outsourcing functions to a BPO can free up internal management resources. These resources can be dedicated to more strategic activities focused on the healthcare institution's core business. This can generate additional savings. 

It is important to note that the magnitude of the cost reduction will vary depending on the specific situation of each healthcare institution and the scope of the outsourced services. In the case of an institution in Spain serving more than 1,200 patients per day, outsourcing functions to a BPO could generate significant savings. Especially if it is a large-scale operation with multiple patient flows and customer care needs. 

A reliable supplier 

SkyMed as a BPO Services Provider 

Since our inception, SkyMed has set out to go beyond the conventional expectations of a Call Center. Technology became our ally. It motivated us to evolve and redefine our role in customer service. This journey has led us to position ourselves as a strategic ally for our customers. We offer not only immediate answers, but also tailored solutions that drive the success of their objectives. 

The advantages of having SkyMed as a strategic partner are obvious. Rather than simply answering calls, we work hand in hand with our clients. We strive to understand their needs, anticipate challenges and offer customized solutions. These actions go beyond simply answering the phone. We become an extension of their teams, collaborating closely to optimize processes and improve the customer experience. 

Our evolution not only translates into greater operational efficiency. It also enables the implementation of cutting-edge technologies that improve customer interaction and satisfaction. SkyMed not only solves problems; we identify opportunities for improvement, implement proactive strategies and contribute to the sustainable growth of our clients. 

To learn more, contact us here here to arrange a virtual meeting with one of our representatives. 

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