Outbound Predictive Dialer Featured Articles

Communications is often the lifeblood of your business and when it’s tied to the contact center, technology enhancements only make it better. The outbound predictive dialer is one example, allowing the contact center to streamline efficiencies, connect with the right person at the right time and completely reduce the amount of time it takes an agent to complete each and every interaction.

In the healthcare industry, this concept couldn’t be more important than it is right now. Hospitals throughout the nation are facing a reduction in funding due to poor performance in the reduction of readmissions for certain conditions. Now, making those important follow-up connections with patients is critical to ensuring their swift and successful recovery.

Healthcare reform has focused specifically on patient care, not just in the physical sense, but also as it relates to the care of the individual as a customer. Engagement is a primary focus and positive developments are emerging. As customer service improves, so too does the relationship between patients and service providers. These dynamics are greatly impacted by the contact center technology in place, like the outbound predictive dialer. When the agent can focus on the individual and not the process, the outcome is bound to improve. 

So why are hospitals facing a reduction in funds just because individuals don’t recover? The arrival of the Affordable Care Act (ACA) opened a lot of eyes in terms of healthcare costs. The U.S. pays more than any other nation for healthcare, yet doesn’t see better results. There is no incentive structure for doctors, hospitals or insurance carriers to change their system to one that is based on wellness – until now. The ACA is focused on healthcare addressing the individual, shoring up the shortfalls in relationships and providing better care.

To accomplish this, those in the healthcare field need a better way to stay connected to patients and the target audience as a whole. Communications need to be personalized, decentralized and based on collaboration. This doesn’t mean the contact center can’t still play an important role in patient care; it simply means that role needs to take a more granular approach to get the desired outcome.