Staying responsive 24/7
Healthcare is a critical industry. From hospitals to clinical labs, from pharmacists to pharma manufacturing firms to bio technology research labs, everywhere real-time collaboration between departments and people is required to ensure that processes go in the right way without suffering any setback. Users can place calls over VoIP, send and receive text messages, create & access faxes, arrange conference calls, manage phone settings and view call activity on the fly. To manage queries from multiple segments, users can set up multi-level IVR. This will divert inbound queries/concerns from prospects/customers to different departments where they can find the apt answers and on real time. This is designed to meet versatile objectives like:
• Managing call flow & increasing professionalism
• Prioritizing calls based on value
• Routing the caller to the right agent or department
• Building scheduled responses
• Offering precise information & increase first-call resolution rate
• Greeting callers through customized messages
Eventually, this improves employee’s satisfaction and raises the level of patient care.
Cutting down operational cost
Today’s advanced IVR systems, which are based on cloud, are highly scalable and flexible. Interestingly, the setup and installation doesn’t demand physical hardware servers and wirings as is in the case of traditional PSTN based phone system. Moreover, the calls are routed in the cloud, and which remains the headache of the service provider, hence, healthcare units can save on manpower. Managing in-house IT department would be a past thing, as cloud based IVR systems for healthcare don’t need physical upgrade and maintenance at client’s end, rather than it happens in the background at the service provider’s end. Moreover, the cloud based IVR or telephony brings in more flexibility in terms of scaling up or pulling down the resource utilization.
Administrators can add/remove numbers anytime, add/remove extension anytime and pay the charges on the go on the monthly basis.
Benefits of Interactive Voice Response Solutions for Health Care are also entailed in its lucid setup and installation mechanism. As the IVR system is devoid of any kind of on-site equipment installation, wiring or cable ducting, etc. one can get the IVR system ready to work in not time. This is particularly helpful for healthcare professionals who are less or at all not proficient in handling IT issues. With cloud based IVR, they can get started in minutes by just plugging-in their IP desk phones/PCs into their Internet ports.
Besides exploring the possible benefits of Interactive Voice Response Solutions for Health Care industry, aspiring healthcare administrators must take an in-depth study to understand the their implications while zeroing in on the right cloud telephony vendor. They must take a look at the past record of the service vendor. They should understand whether the rendered IVR services are in compliance with regulations imposed by Central Drug Standard Control Organization (CDSCO), Government of India Directory of Health and Family Welfare, Indian Council of Medical Research (ICMR), Ministry of Health and Family Welfare and World Health Organization (WHO).