How Health Care Call Center Software Can Reduce The Cost of Service


Healthcare provisioning has become the need of time.

Bringing continuous innovations in business has become the mantra for survival.

Similarly, the time has led to an increase in the demand for deeper penetration of healthcare services.

This is yet another industry which is growing with the use of call center software.

Be a diagnostic center, a hospital or a clinic, medical institutions are now looking at adopting the smart model to deliver appropriate medical aid.

Everything requires research which can be conducted and can be accessed round the clock through the cloud.

In other words, provisioning medical services through cloud have enabled smart medical treatment. Want to know how? Let’s look at a few benefits of the software:

Data Privacy: Data privacy has become a growing concern for all the businesses; especially, financial and medical institutions. These institutions need to keep their customer details/ customer identity safe.

However, they need to have a large coverage and run their operations on a large scale.

Hence, taking up a different software technology for each purpose is not recommendable; nor is it advisable to share information with third-party companies while, using the on-premise software.

So the only solution to all these concerns is to use the cloud-based software which allows you to share your data with restricted access with anyone, anytime.

Cost-effective: All this time if you were using different software technologies for every operation that you may run; it is now time to switch to one platform that provides multiple solutions.

Neither is it possible for healthcare professionals to carry all the devices required to smaller segments nor is it cost-effective.

Using the online call center software is not only cost-effective but also enables medical operations to run smoothly.

So would you invest in one software that provides multiple solutions?

Or would you invest in multiple software that’s hard to integrate? Think about it.

Risk Management: The healthcare industry is directly connected to life; thus, healthcare professionals cannot afford to make any mistakes.

Similarly, it is important for these professionals to reach out to the respective patients in the specified period of time.

But, what if they’re unable to make it in time?

Cloud based call center software enables them to share their knowledge with an alternative individual who can manage the case. This further helps healthcare professionals make provisions and manage risks.

Easy accessibility and better reach: The healthcare industry has grown at a rapid pace.

However, it still needs to expand its reach by penetrating into the developing countries.

This not only requires healthcare professionals to reach out to villages but also needs other medical facilities to be easily accessible in villages and other segments.

This software technology has not only helped healthcare professionals but has also given them a platform that’s easily accessible to all.

This has further helped the people reach-out to the best professionals at the ease of their fingertips.

Until now we’ve been only looking at the theoretical aspects of how outbound call center software helps in healthcare provisioning; it is not time to look at the practical aspect.

To better understand this let us look at an example. This case in point is a chain of hospitals.


This chain of hospitals has also been popularly known for its renowned medical institutions.

Established in 2011, the line of hospitals is spread through 40 cities throughout India.

The organization was known to have the best experts has been hearing about the increasing demand for their specialist.

To serve the needy and reach a broader segment the institution got its hands on a project wherein medical services would be provided at a subsidized cost.

The organization run by a trust was popularly known for driving improvement in healthcare.


The institute wanted to reach out to villages and smaller segments; however, carrying all the medical equipment’s wasn’t affordable. They had started raising funds for the cause.

The concern was to take all the amenities to smaller villages through the medical camps.

At the same time, taking their experts to each and every camp was not practical and would hamper the working in the hospitals. In all, it would all incur a lot of costs.

Initially, when they began with a few clinics across smaller villages, representatives from these clinics could coordinate with doctors in the hospitals to provide the diagnosis for major illnesses.

However, the communication software in use turned out to be a failure.

The software wasn’t compliant with identity regulations and could not provide workforce analytics.

This further caused the lack of workforce during the emergencies.


The very first step was to identify software which could integrate all the features required and could be customized.

The institution needed to have the best call center software.

Thus, they decided to try various software technologies under the different environments.

Post numerous trials, the institute finally picked the perfect match.

The management was now ready to resume action on its 2 initial decisions.

The very first step was to start small clinics for 24*7 aid; whilst, the second step was to organize the various camps.

Round the clock support – These small clinics had 2 medical officers who would be available round the clock to provide medical support.

An appropriate call center software solutions was picked to back the operations.

The software gave data and application access to clinicians, considering privacy compliance’s.

It was a milestone that resolved the challenges related to identity management and gave clinicians access to the application when required.

Lifecycle Management – The call center solutions further helped manage the lifecycle of each clinician.

This further accelerated the on-boarding and helped them manage the enforcement for each location. Additionally, the moderator could now define roles and policies.

Analytics – The software helped streamline the process and validate the various user accounts.

The system enhanced analytics to facilitate internal as well as external policies.

It not only gave them access to pre-built reports but also gives critical insights to develop innovative care solutions.

Marketing activities: Each and every organization needs to be promoted.

Without promotion, it was next to impossible for the organization to spread the word about their initiative.

On the other hand, the clinics were often crowded due to which, the staff couldn’t provide good service.

Hence, they came up with services available over the phone.

All of this was backed by their new software.

The telemarketing software created call reports and helped keep a track of patient history.

As a result, the organization noted a considerable difference in the quality of services provided.

Additionally, patients were now well-informed about the camps happening around them and could understand their respective diagnosis through the phone.


The chain of hospitals was now well-equipped to deal with emergencies.

The staff was now being trained during live sessions and could brainstorm about diagnosis with seniors placed in the hospitals. Tests could now be easily managed and people could simply register with the messaging facility.

The initiative gained popularity with time and started gaining investors’ attention.

The administrators could look at workforce placement and schedule their staff accordingly.

At the same time, they could also look at the experience level of their staff members to manage the placements.

The chain of hospitals is now expanding its clinics across more regions and will soon consider an alliance with experts based out in the nearby regions.

Now since you know how virtual call center software can benefit healthcare provisioning, go and explore the innovations you could ideate using the cloud-based technology. One platform, endless possibilities.