What healthcare callcentres can learn
from their commercial counterparts

Deliver patient experiences that deliver the best
health outcomes

Take a peek inside.

The goal of a healthcare call centre is to facilitate patient access to the medical information, services and providers they need, whenever and wherever is most convenient for them.

  • For physicians and other providers, the daily running of their practice is already heavy with administration and resources in terms of staff are going to be scarce as these have a cost.Most providers receive a fixed amount of revenue per patient but have to manage their own operating costs. So the first role of a call centre is to take away some of the prea nd post-clinical administrative load, allowing the practice to better manage costs and focus on clinical work
  • Time and cost savings for the organisation are only one side of the coin; the call centre must also deliver satisfactory outcomes for patients. If enquirers are to be converted into first-time customers, and then repeat customers, then the experience offered must be excellent from the very first point of contact. In urban and suburban areas particularly, competition is intense. While most choose providers based on reputation, cost, and specialisation there is mounting evidence to suggest that customer service is now also a major factor that providers can optimise to gain a competitive advantage

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Components

Supercharge your programs with apps, components and integrations

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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