Tips to Improve Quality Assurance in a Call Center
You already know how important it is for your healthcare call center to achieve patient satisfaction. Quality assurance (QA) is one way to measure that because it involves monitoring the quality of patient service and finding ways to improve it. Below are some tips on how to improve quality assurance in a call center.
Develop a Clear Strategy
The very first step to increasing the QA scores in a healthcare center is to come up with a foolproof strategy. It is this plan that will guide you because you will know what you want for your patients and how to achieve it. Which metrics will you measure? Which tools will you use to improve patient satisfaction? How will the team step in?
Monitor All Patient Support Channels
All the channels are important when it comes to finding out how to enhance quality assurance in a call center. Consider monitoring all the channels that your patients use to schedule appointments or ask for assistance. This includes phone calls, social media, emails, and other platforms you provide; only then will you identify the problems and find solutions.
Read more: Call Center Quality—Effectively Measuring Parameters
Invest in QA Software
The most effective way to achieve high QA scores is by using automated processes. When you invest in such healthcare solutions, it will give the team an easier time, allowing them to focus on other, more important tasks for the medical center. Make sure the tool you invest in allows for call recording, monitoring, and reporting. Some tools go a step further to offer surveys, which provide feedback on your patient support.
Assign QA Responsibility to a Team Member
Among the tips for optimizing quality assurance in a call center is to delegate the ownership to one team member. You will be assigning the job to a trusted and skilled agent who will be in charge of the QA process, making sure that the team diligently follows it.
Reward the Agents
Lastly, remember to reward the agents for a job well done when the QA process begins succeeding. You can give bonuses, send them thank you notes, or provide additional training. When they see that their efforts are rewarded, they will be more motivated to work harder and improve their QA scores.
Engage the Services of a Medical Call Center Professional
The tips above will go a long way to help you improve your call center’s QA scores. If you need help improving your medical call center service metrics, contact the professionals at Sequence Health.