In Italy, unfortunately, especially in some regions, the healthcare service leaves quite a lot to be desired due to the lack of staff and infrastructure. It therefore happens that to book a visit, even a rather urgent one, you have to wait weeks or even months.
The situation has worsened further in this particular period, due to the advent of Covid-19 which has weakened the already limping healthcare system. The solution? Relying on private clinics to speed up visits and analyses.
In these cases patients have to bear a more substantial financial expense and, consequently, they demand more accurate and fast services. In the times of the Coronavirus requests at private clinics have tripled, so for the facilities it can prove complicated to manage such a large number of customers.
Hospital companies are therefore resorting en masse to the CUP (Single Booking Centre), outsourcing the management of bookings for medical consultations, visits and analyses. If you want to outsource the management of requests through a CUP you can turn to us at We Are Fiber; we have developed an adequate structure to manage, through a professional call centre, all the incoming requests.
How to manage the enormous flow of telephone requests
Private hospital companies find themselves managing an enormous quantity of data and processes, so they have to adapt quickly to the changed conditions in order to have the necessary information always available and keep sensitive data secure.
The outsourcing of the telephone CUP makes it possible to count on a call centre that is always active and distributed over a very wide range of hours and days. At the disposal of customers there is qualified staff that provides adequate assistance, streamlining processes and reducing waiting times.
The various phone calls are distributed more evenly, so the staff are not subjected to an excessive workload, being able to focus on the more complex operations, and management costs are considerably reduced, going from fixed to variable without in the least affecting the quality of the service.
All this translates into a fast and efficient service, an additional plus that enhances the hospital company, allowing it to differentiate itself from the other competitors.
The call centres offered on an outsourced basis by We Are Fiber deal with various types of request: bookings of healthcare services, rescheduling of bookings, cancellation of bookings or simple information. These requests do not require a specific preparation and can be managed in complete tranquillity by a professional outsourced service.
The chatbot solutions offered by We Are Fiber
Not all requests necessarily have to be managed by people. If a booking has to be made, or simply rescheduled, chatbots can be sufficient, software designed to simulate a conversation as if they were flesh-and-blood people. Over time chatbots are able to learn new information through sophisticated artificial intelligence algorithms, so as to “grow” and take in various notions in order to best handle every conversation.
Users are increasingly oriented towards “self service”, that is, solutions that make it possible to find an answer to their questions in total autonomy. FAQs (Frequently Asked Questions) are perfect examples that make it possible to find the solution to one’s problems quickly and in a targeted way.
In this way the flow of requests is managed better, the resources available are optimised, quite a bit of money is saved that can be invested elsewhere and the company’s productivity improves. The customer receives a tailor-made service according to their needs and their loyalty is increased.
The advantages of outsourcing in the healthcare sector
We Are Fiber has been offering scalable outsourcing services to private clinics and hospital facilities for quite some time now, calibrating them according to the individual needs of each client. The patient is followed from beginning to end, providing the best solutions to solve their problem.
After the treatment the patient is not abandoned, but followed by a continuous or periodic follow-up phase to constantly monitor their conditions. Informative emails, reminders of check-up visits, updates and any useful information are sent to the patient, who feels genuinely followed by the private company they have relied on.
The management of the service and of the staff proves particularly flexible, adapting the processes to the volumes, defining fast and reliable training paths and managing the turnover in charge of the outsourcer. The centralised outsourced CUP is able to make bookings more efficient, indicating the most appropriate centre for a specific analysis or transferring a visit or an analysis to another centre in case of urgency.
We Are Fiber is able to manage even high traffic, monitoring the quality of the calls and making immediate changes to optimise and speed up processes.
If you want to improve the CUP service of your company you can contact us; our experts will help you improve your strategies according to your business objectives.
Request a consultation from us
info@wearefiber.com
Phone (IT) + 39 02 42 10 11 22
Phone (UK) + 44 20 38 70 44 08
