While Still in the Pandemic Begin Planning for Post-Pandemic
By Peter Lyle DeHaan, Ph.D.
During the coronavirus pandemic, healthcare call centers stepped up to take a more prominent role to facilitate patient-facing communications. Though a few missteps may have occurred along the way as they forged into the unknown, overall they met the challenge facing them, ramped up well, and processed more calls than ever. In the short medical calls, centers shined brightly.
Though the worst may be behind us, a long road of uncertainty still lies ahead. But as we catch our breath, let’s also look forward to past the coronavirus crisis to consider what healthcare call centers will look like in the future. They proved to everyone that they can adapt and do more to advance the provision of healthcare services. Let’s build upon this success.
In planning for what happens next, be it a return to normal, a new normal, or a continuation of the crisis, there are three questions every healthcare call center should ask.
1. What Went Well?
There is much to celebrate in how call centers acquitted themselves during this crisis. Note each one of your success areas. Document what contributed to each one and the steps taken to achieve those results. If we’re ever faced with a comparable situation, being able to build on what went well this time will help you to get to where you need to be next time faster.
2. What Could’ve Gone Better?
Next look at the snags that impeded reaching the desired outcomes as quickly as you would’ve liked. These can include redeploying to work-at-home scenarios, managing a distributed workforce, or having the needed policies and procedures in place. Begin working now to make sure these past roadblocks don’t become future inhibitors.
3. How Can You Be Better Prepared?
A common struggle that many call centers face is that their infrastructure didn’t allow the flexibility needed to allow for off-site work or to expand existing capacity. This could entail changes to software licensing or expanding infrastructure. In some cases, however, this might require replacing the on-site legacy system you have now with a more flexible, cloud-based alternative.
The one thing you don’t want to do is to return to business as usual and expect a crisis like this will never recur.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.
