With new players entering the healthcare market amidst a climate of changing regulations, competition is getting stiff in the industry. Experts consider healthcare customer service to be one function that companies need to optimize to gain a competitive advantage. As people get used to receiving high quality customer service from the other industries that they interact with, their expectations get bench marked. It falls on the healthcare provider to match up to these demands when these same people enter their premises as patients (or customers of the business).
World Wide Solutions, an expert Call Center Outsourcing Services company, has more than 16 years of experience in providing customized and cost-efficient solutions for the customer care requirements of enterprises around the world, spread across verticals. We ensure that your healthcare organization’s customer service offering meets the benchmarks laid down by other successful businesses. We have achieved ISO 9001 and 27001 certification and adhere to stringent information security standards for all customer communication.
In the healthcare industry, it is said that the first and last moments of the patient’s interaction with the organization form a snapshot of the entire experience. As an ISO 9001 certified company, we train our employees in your brand values and patient care ideals. On all communication channels, we interact with each customer, be it a patient or the relative of a patient, with warmth, courtesy and empathy. From “Hello” to “Goodbye”, the conversation is centered on satisfying the customer’s need in an optimal manner to build their loyalty towards your enterprise.
There are certain times, such as an emergency situation or a conference or event, when your medical organization can see a spike in customers wanting information from you. In such scenarios, World Wide Solutions will continue to provide your business with essential customer support, by ramping up the agents and technology assigned to your project.
World Wide Solutions has achieved compliance with ISO 27001 and adhere to impeccable quality standards as per ISO 9001:2008, in all processes, leading to high quality output. By outsourcing to us, you can be assured that all confidential health information pertaining to your organization and your patients is safeguarded at all times in our call center operations in keeping with regulatory compliance.
With the aid of call center metrics and regular reports, you will be able to gauge insights about your customer interaction and satisfaction strategies. This will help you to create personalized experiences for particular target segments. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control across the call center outsourcing process.
Having the right technology to connect with your customers at your fingertips delivers process efficiencies by saving time and cost. World Wide Solutions employs the latest call center technology to ensure that inbound and outbound interactions with logistics and supply chain customers are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.