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Healthcare & Medical Call Centre
While many healthcare and medical providers utilise online and automated contact channels, when it comes to health and medical issues it is not always possible or appropriate for all interactions to be handled in this way. Many patients/clients prefer to speak to a trained and friendly adviser over the phone. For some demographics, using online channels is not possible, as they may not have the required devices or skills to easily use them. While for others, they may require additional support and guidance when they book appointments, reschedule appointments, communicate with their provider or raise an issue/complaint. At Impact, we support a wide range of contact channels for clients, from phone and live chat through to social media and bespoke systems. We draw on our experience of supporting some of the UK’s leading brands, to deliver exceptional service in every interaction for clients within the healthcare and medical sector.
We understand that in the healthcare and medical sector excellence is everything. When you are managing interactions with patients who may be stressed, concerned and worried, nothing but the best will do. Our call centre’s focus on delivering world-class service and stringent security lends itself particularly well to the requirements that many healthcare and medical providers have. We use the perfect combination of trained agents and cost-effective call centre AI technology to deliver excellent service at scale. For healthcare providers, such as patient transport companies, medical equipment manufacturers/retailers, hospitals and care organisations, we deliver both outsourced customer service and inbound call centre services that will delight your patients/customers. Delivering world-class service is what we do every day, so you can rely on us to confidently manage interactions with your patients/customers. Healthcare and medical providers also benefit from our extensive knowledge and experience in technology and IT, which includes integrating standard and bespoke systems for optimum efficiency savings. Whether you are looking for an outsourced call centre to handle inbound calls, manage appointment bookings, answer queries or handle complaints, we can help.
Delivering great service during every interaction is crucial to the reputation of healthcare and medical organisations. In what is a critical and important sector, the quality of your service makes a real difference to your patients/customers. Our agents are extensively trained, skilled and empathetic, which equips them perfectly to deliver the service that your patients/customers expect across your contact channels. Whether your patient/customer needs to book an appointment, request help, troubleshoot an issue or raise a complaint, we have team of skilled call centre agents that can help.
If you are a healthcare/medical organisation looking to outsource your call centre from an in-house operation or switch from an existing outsourced call centre, get in touch with us. We can support you with outsourced customer service, inbound call handling and inbound sales. Our team of specialists are ready to help you deliver an exceptional multi-channel customer experience that delights your patients/customers and drives efficiency gains. Get in touch with us to discuss your requirements with one of our specialists. Call us on 01794 230 230 or complete our contact form.
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We Are Trusted By National Brands
If you choose Impact as your healthcare/medical call centre, you will be in great company with some of the UK’s leading brands. Impact is one of the leading call centres in the UK that is trusted by national businesses across a diverse range of sectors many of which have used our expertise in customer service, sales and pick & pack fulfilment. Discover more about how we have helped with their business requirements in our case studies section.
OUTSOURCED HEALTHCARE CUSTOMER SERVICE
When patients/customers need to interact with a healthcare or medical provider it may be a stressful or worrying time. They expect to be able to reach a customer service agent that can empathise with them and help in a quick, efficient and friendly way. If they would prefer to speak to a human agent but forced into using a frustrating chatbot, it will negatively impact their customer satisfaction and may well cause them avoidable and unnecessary stress. We deliver an exceptional customer experience for healthcare and medical providers that are passionate about providing their customers with timely, attentive and professional customer service that can help. Our dedicated customer service team provide support across a number of key channels including phone, live chat and social media. Delivering multi-channel service is what we do every day for some of the UK’s leading brands, and we love helping organisations delight their customers through whichever channels they use to get in touch.
We understand the challenges that healthcare and medical organisations face, from maintaining exceptional service at scale and during peaks in demand through to meeting stringent security standards. While these can all be a challenge, they do not need to be. At Impact Call Centre, we have all the necessary experience and expertise to deliver outsourced customer service at scale for national UK brands. Whether your customer service requirements are everyday or complex, we are ready to help you be there for your patients/customers.
At Impact, great agents are at heart of our customer service team. Our skilled and trained customer service agents have a wealth of experience and expertise gained from supporting established brands across a variety of sectors. We invest in extensive training, coaching and technology to empower our agents to be at their best for the brands that they represent. Our team draws on techniques such as structured needs-based listening, adaptive messaging and the latest AI technology to deliver an exceptional customer experience in every interaction. Alongside delivering exceptional service, we are also a proactive call centre partner, who will work closely with you to drive efficiency savings and increase customer satisfaction. We love a challenge and are always raising the bar, believing that continuous improvement and innovation is key to the success of our clients, valued agents and our call centre.
Healthcare and medical organisations that outsource customer services to us benefit from our extensive experience and expertise in customer service and strategic input that can improve their operations. We help you re-focus on your core operations and provide you with the scalability to meet the changing levels of demand.
The Impact customer service team deliver customer service with empathy, professionalism and proficiency. We treat our clients’ customers/patients as individuals and take the time to listen to their needs and adapt our approach to suit them. This careful approach to customer service helps us to delight more customers and achieve a first-time resolution across more interactions. Our trained agents handle everything from appointment booking and troubleshooting through to support queries and complaint handling. We deliver a comprehensive and complete customer service and support solution that can deliver excellent results for healthcare and medical organisations.
Our clients do not only benefit from our expertise in customer service delivery, they also gain considerable value from our experience in customer service processes and systems. We collaborate closely with clients to help them use the power of efficient processes and intelligent systems to improve the customer journey and drive their organisation forward.
If you are looking for a UK-based call centre that delivers exceptional customer service at scale, get in touch with us to discuss your requirements. Our successful combination of professionally trained agents, proven processes, intelligent systems and AI technology delivers excellent customer service and commercial results for established and growing organisations in the healthcare and medical sector and for some of the UK’s leading brands. Get in touch with us to find out how we can help you deliver exceptional service to your patients/customers by calling 01794 230 230 or completing our contact form.
Our omnichannel customer service solutions for healthcare and medical organisations includes:
- Inbound call handling
- Handling inbound customer/patient queries
- Troubleshooting customer/patient issues
- Taking appointment bookings
- Managing booking amendments and cancellations
- Delivering product support
- Handling customer complaints
- Driving customer service process and system improvements
INBOUND SALES FOR HEALTHCARE AND MEDICAL ORGANISATIONS
Some healthcare and medical organisations may not have a need for inbound sales support, while others secure sales via retailers, distributors and online channels. However, many serve a demographic who are more comfortable with placing an order over the phone instead of online. We help healthcare and medical organisations that require inbound sales support such as medical equipment companies, living aids providers and motability organisations deliver a world-class inbound sales experience to their customers over the phone.
Our trained team of sales agents answer calls in a professional yet friendly way and deliver a positive needs-based sales interaction that focuses on helping the customer at every stage. This can make all the difference between a positive sales experience that secures sales and missing out. By outsourcing your inbound sales to us, your customers can expect their call to be answered quickly, professionally and by someone with an excellent knowledge of the products/services that your organisation provides. The inbound sales specialists at Impact have extensive experience in managing the sales of complex and high value products/services across a range of sectors including automotive, electronics and consumer goods.
We deliver sales interactions with empathy, product/service knowledge and sales skills to help your customers find the products/services that meet their needs, while also helping your organisation increase sales. Our sales agents focus on building strong customer relationships using our proven selling structure, which promotes a soft yet effective sales conversation, the very opposite of pushy sales and scripted interactions. Your customers will not encounter a hard sell approach from our agents, as we are firmly focused on satisfying customer needs and winning customer loyalty for the long-term.
The skilled and experienced sales agents at Impact are complemented by AI sales technology. This winning combination helps us deliver exceptional sales results at scale. We use AI technology to undertake conversation analysis and facilitate intelligent outcome prioritisation. This helps us to drive process efficiency and cost savings at scale for clients.
Customers of healthcare/medical organisations that outsource their inbound sales call centre to Impact enjoy an exceptional inbound sales experience in every interaction. Our sales agents will help your customers find product/services that meet their needs and also suggest companion products and accessories that will help them. As part of the sales process, we confidently answer any questions that they have and provide helpful guidance and support.
We recognise the importance of maintaining stringent security standards in the healthcare and medical sector and have gained the highest level of PCI compliance, PCI DSS Level 1 to facilitate secure, easy and convenient card payments over the phone. Our agents can take card payments over the phone from your customers without having to redirect customers to an automated payment line. This delivers a smooth and professional sales experience where customers are guided by a helpful call centre agent at every stage. By partnering with us, you can be assured that your customers’ card payment details are safeguarded by advanced cyber security measures and that our systems are subject to quarterly security scans and an annual penetration test. In addition to this, we retain a Cyber Essentials Plus certification, which certifies the robust protective measures that we have in place to protect client data.
If your organisation operates within the healthcare and medical sector and is looking to provide an exceptional inbound sales experience, Impact can help. Why not get in touch with us to discuss your inbound sales requirements with our team by completing our contact form or calling 01794 230 230?
Our inbound sales support services for healthcare and medical providers include:
• Answering inbound sales calls and responding to customer queries
• Answering pre-sales questions about products/services
• Advising customers as to which products/services will best meet their individual needs
• Promoting accessories and companion products via up-selling and cross-selling
• Promoting product support warranties to customers via up-selling and cross-selling
• Taking product orders over the phone and securely processing payments without using an automated phone payments line
WHY HEALTHCARE AND MEDICAL PROVIDERS OUTSOURCE TO IMPACT
Healthcare and medical providers including patient transport companies, medical equipment manufacturers/retailers, hospitals and care organisations can outsource customer service and inbound sales to us with confidence. Our reputation for delivering world-class service, improving the customer journey, making efficiency gains and delivering cost savings for some of the UK’s leading brands makes Impact an informed choice for healthcare and medical organisations that prioritise exceptional service.
Healthcare organisations and medical providers that outsource their call centre to us benefit from our:
- Extensive experience in supporting some of the UK’s leading brands with customer service and inbound sales
- Expertise in identifying efficiencies and cost savings through process and system improvement
- Skilled and trained call centre agents who are empowered and supported to deliver exceptional service in every interaction
- PCI DSS certification that allows our call centre agents to securely process sales over the phone without using an automated payment line
- Cyber Essentials Plus certification which verifies our cyber security standards and the robust measures that we have in place to protect client data through an independent annual audit
- Intelligent processes and systems that support omnichannel customer service delivery and multi-channel customer interactions so your patients/customers can use their preferred communication channel
- Call centre AI technology including AI-powered speech recognition, conversation analysis, outcome prioritisation and advanced chatbots
- In-house IT & technology department with expertise and experience of advanced systems and software integration to facilitate seamless data flow and custom reporting for clients
We Are Trusted By National Brands
If you choose Impact as your healthcare/medical call centre, you will be in great company with some of the UK’s leading brands. Impact is trusted by national and international businesses across a diverse range of sectors. Discover more about how we have helped with their business requirements in our case studies section.
Outsource Your Healthcare/Medical Call Centre To Impact
Our car parking call centre specialists are ready to help healthcare and medical organisations deliver a world-class customer experience through exceptional customer service and inbound sales services. Get in touch with our specialists today to discuss your requirements by calling 01794 230 230 or completing our contact form.
