Standing in 2022, it is crucial to look back and observe the changes a call center for the healthcare industry has undergone to cater to the present needs of the industry. Besides digital transition and automation, what we must consider is the effect of empathy or compassion in healthcare BPO services. Most reputable healthcare BPO services providers believe that compassion is a key tool to win over-stressed and perplexed patients.
The never-before transition and sudden need for remote operations have hindered the patient-staff interaction to a great extent. Patients seeking hospitalization or telemedicine assistance had to face difficulties due to the COVID crises. During these times, a patient-centric perspective acted as boon that helped hospitals, chemists, and clinics to keep going and improve patient care with the help of healthcare BPO services.
How to deliver empathy-driven BPO service to patients through healthcare BPO Services?
There are multiple ways healthcare customer service driven by empathy can relieve patient stress, set an optimistic viewpoint, and calm distressed patients in these trying times.
Keeping short and simple
In such situations, over-communicating is a big No. Your patients don’t want to listen to anything that does not answer their query. So, responding quickly to questions, providing critical information politely, and exercising patience is critical to your business success. Customer service teams should be trained for soft skill development to create a memorable customer experience without talking too much.
Use technology to make lives easier
Automation and the use of the latest technology have long been the key to getting through the crisis period. The scenario is no different in the healthcare sector. Today, healthcare BPO services are becoming more dependent on technology, smart tools, and automation, making it easier to tackle enquiry spikes by your customer service teams. Long wait times are another pain point for patients or information seekers. Therefore, implementing chatbot features, call-back options, as well as self-help portals are crucial. Video-based customer service can also infuse empathy without any additional effort. Viewing faces build trust, strengthens customer-brand relationships, and feels more humane.
Healthcare BPO Services – Empathy above all
The world today is practicing social distancing. Businesses are forced to find alternate ways of offering services to their customers. In the case of the healthcare sector, patients need support and, most importantly, empathy. It is vital that healthcare BPO services continue to cater to patients with empathy no matter how tough the situation gets.
Customer experience professionals responsible for healthcare BPO services need to be more proactive in listening, understanding and connecting to make sure that each of their interactions makes the patient feel supported. Showing that you care in times of crisis provides many short-term benefits like improving patient satisfaction rates. In the long term, this empathy can create a positive and emotional attachment that translates to loyalty.
Final words
Now that you know how compassion and empathy are essential for healthcare customer service and how a healthcare BPO services provider ensures empathy-led services every time, it is crucial to verify if your healthcare customer service is led by compassion or not. If not, it is high time you hire an experienced healthcare contact center partner that keeps empathy at the forefront.
