Consider an Internal Rebranding as a Strategic Initiative This Year
By Peter Lyle DeHaan, PhD
Functionally you may label your operation as a medical call center, a healthcare contact center, or a medical answering service. This identifier may or may not be included in the name of your operation.
Regardless, it might be time to develop a new label. Though this could include a rebranding for marketing purposes, what I’m suggesting is rebranding yourself internally.
In internal rebranding accomplishes two things.
First, an internal rebranding allows you to refocus your attention on the work you do, the needs of your community, and your strategic plans.
Each one of these initiatives must build upon a core foundation of knowing who you are and what you do. Without first establishing this framework, whatever house you built on it will not be stable.
Second, internal rebranding allows you to reposition your operation to the rest of your organization.
Most people outside of call centers don’t think highly of them. In most instances this includes the rest of your organization: corporate, sales and marketing, accounting, tech support, and healthcare staff.
Few of them recognize the key role you and your staff play in facilitating healthcare-related communications between patients and your organization. It’s time to reposition yourself from a cost center to a central communications hub.
Of course, to have any significant impact, this internal rebranding must run parallel with a fresh attitude, an invigorated perspective, and an increase in professionalism in all that you do.
Don’t let others look down on you because you’re “just the call center.” Instead, reinvent yourself with a new label. And to get your creativity flowing, here are ten ideas to consider or build upon:
Cast a vision for what you want your operation to become and be known for. Move away from being “just the call center,” and embark on an internal rebranding effort to reposition your operation.
This will heighten your staff’s self-esteem and enhance the rest of your organization’s perception of you.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.
