How Do I Know if I Should Build My Own Call Center?You should perform an analysis on your incoming calls. You want to considering the following:
- Are you missing calls and web leads?
- Multiply the rate at which you are missing calls and leads, and multiply that by the scheduling rate, divided by your revenue. Does this number cost more than a full time employee and a scheduling software?
- Is the outsourcing cost of a call center more expensive than owning your call center?
- Is your patient engagement declining?
How Do I Build a Call Center?
If you answered yes to any of those above questions and are concerned with owning your own call center, here are the basic steps to building one. First, you need to hire one person. Just one person is all it takes to begin this process. As the call center grows, you may hire more people. However, at first you will only need one operator.
Next, you need to purchase a cloud-based software for call engagements. This software is the most important part of your call center. It allows you to measure and track your calls and patient engagement.
Lastly, you need integratable software. This software needs to be able to be integrated with your marketing channels, practice management system, and with your phones. This integration allows you to measure your ROI.