Prepare How to Best Handle Abusive Callers By Peter Lyle DeHaan, PhD People today, it seems, are more demanding and less tolerant than they once were. They want immediate answers and have little patience to wait. This unfortunate trend may be even more pronounced when speaking to someone over the telephone. This is the reality […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
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Multi-Channel Integration
Serve Patients Better and Produce Superior Outcomes By Peter Lyle DeHaan, Ph.D. Some healthcare call centers only handle telephone calls by design and others do it because that’s what they’ve always done. But most have embraced a contact center mindset, where they’re handling more than telephone calls. Channel Options This can include email, text messaging, […]
Look for Ways to Applaud Customer Service and Patient Care Excellence By Peter Lyle DeHaan, PhD Working in a call center is challenging. Working in a medical call center is even harder, especially given what we’ve had to deal with in the past couple of years. The result has been rapid changes, often in quick […]
Be Sure You Deliver the Options Today’s Consumers Expect By Peter Lyle DeHaan, PhD For years we’ve talked about the need for healthcare call centers to become contact centers. This name realignment shifts our attention from telephone calls to embrace other forms of contact as well. This is a multi-channel mindset, and we provide multi-channel […]
Enhance Patient Communication by Applying Customer Service Skills to Your Call Center By Peter Lyle DeHaan, PhD Customer service can occur at various touch points from the telephone, to on-line, to in-person. Consider each one of these as it relates to your medical call center operation. The Telephone Channel The obvious and common source of […]
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Sticky Customer Service
With Increased Competition and More Patient Options, Providing Excellent Customer Service Is More Important Than Ever By Peter Lyle DeHaan, PhD I’ve covered various aspects of the call center industry, focusing here on healthcare contact centers, for the past 20 years. A persistent and reoccurring theme throughout this time has been customer service. This, I’m […]
Make Sure the Procedures You Expect Your Employees to Follow Still Make Sense for Their Job Today By Peter Lyle DeHaan, PhD We’ve talked about asking your staff for feedback and using their input to uncover ways to tweak your procedures. One way to do this is to eliminate processes that keep your call center […]
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Remember to be Thankful
In The Middle of Struggles, Turmoil, and Difficulties, Pause to Celebrate the Positive By Peter Lyle DeHaan, PhD The United States and a few other countries will celebrate Thanksgiving in November. Canada and some other nations do so in October. Regardless of when you celebrate Thanksgiving—or even if it’s not a holiday where you live—take […]
Remove What’s Unnecessary and Retain What Is By Peter Lyle DeHaan, PhD Although I’m not trained as an industrial engineer, I think I’d make a good one. I have a knack of looking at processes and streamlining them. It gives me great satisfaction to take something overly complex and reduce it to its essential elements. […]
Now Is an Ideal Time to Enhance the Skill Level of Your Telephone Staff By Peter Lyle DeHaan, Ph.D. We live in interesting times, to say the least. Too often the healthcare call center industry spends much time focusing on the crisis of today that it squashes all thought about planning for tomorrow. Once we […]