Tag Archives: Peter L DeHaan

Stop Reacting and Take Initiative

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorThough I no longer work in a call center, I remember those days well. There was always something demanding my attention, some urgent matter to attend to. I’d often spend an entire day, sometimes all week, just putting out fires. Charles Hummel called this the “tyranny of the urgent,” where urgent matters occupy all our time and push aside doing those important things that matter more.

This is true in the call center industry and even more so when you connect healthcare to it. Do more, do it for less, and do it faster. It seems there’s always a pressing need that demands our attention: an open shift, employee conflicts, and scheduling problems. There’s technical issues, vendor problems, and stakeholder complaints. It seems there’s never enough time to handle everything, let alone attending to what’s most important, such as making things better.

But working to make things better is exactly what we need to do. Here are some ideas.

Expand Agent Recruitment

A common call center complaint is not enough qualified applicants. Look at what you can do to change that. Is there a new labor market you can tap? What can you do to make your call center more attractive to the type of people you want to hire? Addressing this will require some creativity. It may help to seek assistance from knowledgeable people outside your organization and even outside medical call centers.

Improve Employee Screening

Another frequent call center issue is agent turnover. You hire promising individuals, spend time and money to train them, and then they quit. Look at why they leave. And consider those who stay. Seek to find patterns. Then apply these conclusions to your hiring practices.

Unless you can validate these findings, from a legal standpoint, you must be careful in how you use this information. Here’s one thought: At some point during the interview process, you could say, “We found that people with these characteristics tend to enjoy working for us. Do you feel this describes you?” This will help applicants self-select, with some ill-fitting candidates opting not to pursue the position further.

Enhance Training

A third concern is training, a task that is necessary, time-consuming, and expensive. Rethink how you train. Focus on what will make it more effective. Ask around and see what others are doing, both those at other medical call centers, as well as those outside the industry. Every organization needs to train employees. Learn what you can from others and apply it to your situation. Seek to make training fun, effective, and fast.

Expand Service Offerings

The idea of adding more to your workload may seem crazy, but often doing new things will invigorate staff. Look for additional ways to help your clientele. This will increase your call center’s value and serve callers more fully.

Investigate New Technology

Technological opportunities for medical call centers change fast. It seems each week there’s something new, something better, something more powerful that could help your staff do their job more effectively. Seek these tools. Test them and implement them. Your staff will thank you.

Don’t try to address all these opportunities at once. That will drive you crazy. Instead pick the one that will have the greatest impact on your operation and make it your priority. Let this become your important initiative that will take precedence over dealing exclusively with the urgency of day-to-day operations.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The Impact of Video Calls on Call Center Agents and Operations

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorIn the last issue of Medical Call Center News, we talked about using video in your call center. Three advantages are that video can help build caller rapport, aid triage, and elevate the professionalism of your call center.

However, before you embrace video, consider these elements and prepare accordingly:

Technology

Having the right video gear is critical to success. Don’t select the cheapest option, but pick the solution that provides great results. Just as you want your agents to have high quality headsets, you should want high-quality video as well. Your reputation as a professional communications provider is at stake.

Environment

Look at your operations room. Specifically, what will be in the background of every shot? People walking behind agents as they talk with callers will be distracting. And if a broken chair, cluttered cubicle, or overflowing wastebasket is visible to callers, that sends the wrong message. You may need to install a backdrop for some agent stations. Don’t neglect this and hope to figure it out later.

Agent Appearance

In the audio-only world of a call center, an agent’s voice is all that matters. In a video world, appearance is important, too. And while an attractive visual helps a great deal, it isn’t essential. But good grooming is. Many call centers already have a dress code in place. And if yours doesn’t, this is a good reason to have one. But beyond attire there are basic personal appearance issues which you should insist upon.

Training

Though some people are naturals, it takes practice for most of us to be comfortable in front of a camera, especially those who didn’t grow up in a video-centric world where every action could be recorded.

In agent training, we tell them to smile, because callers can hear the smile in their voice. With video, a smile is even more important because callers can see it, too.

First, get your agents use to the camera being at their station before turning it on. Teach them how to use it and what to expect. Then let them practice with coworkers. Only when they’re ready should they begin sharing their video with callers.

Implementation

It’s best to roll out a video initiative in phases. Don’t announce that on next Monday morning your call center is going 100 percent video enabled. You may suddenly find yourself short staffed. Instead phase in video.

Seek volunteers to pilot the program. Let the most eager ones go first. They can work out the bugs and help fine-tune your technology and processes. Building on this success, your agents who are sitting on the fence when it comes to video will begin to show interest. Work them into the schedule over time. Then deal with the outliers. It might be that a few agents will refuse. Know what you will do if this occurs. There may be an ongoing non-video role for them in your call center. If that’s okay, except it. Just be sure that all new hires are ready to embrace video.

Just as your callers will not all be ready for video at the same time, your agents don’t have to be ready either. But you do want to be able to direct video calls to video agents and keep audio-only calls to audio-only agents.

Though no one knows how quickly the move to call center video will occur, it could happen sooner than we expect. Now is the time to begin moving toward that future.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

What’s Your Call Center’s Position on Video Calls?

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorLast time we talked about web chat and it’s growing use in the call center. Another interesting technology that will make inroads in the call center is video. Just as text messaging is driving demand for web chat, the use of Skype, Face Time, and other video apps will spur interest in video calls to your call center.

Here are some advantages of video calling in your call center:

Builds Rapport: Most communication happens from body language, which puts call center agents at a definite disadvantage. All we can go on are the words spoken and the tone of voice, because when we’re on the phone, we miss the visual cues so critical in face-to-face communication. But with video, we open ourselves to a fuller communication experience. This will help us communicate more effectively and build rapport with our callers and patients.

Aids Triage: In a telephone triage environment, video calls can pay off huge. No longer is the triage nurse limited to verbal interaction to decide on the best course of action. With video, healthcare practitioners can see the patient and incorporate important images and visual cues in their assessment. Not only will this make for more accurate results, but it will also get there faster.

Elevates the Call Center: For too many people, especially younger generations, the call center is low on their list of communication choices. Too many view a phone call as an option of last resort, while some dismiss it altogether. However, these same people are open to video. Providing video as an option will draw some reluctant patients back to your call center. They’ll consider it as a viable, and even preferred, option to find answers to questions and communicate with your organization.

Where do you stand on video for your call center? Perhaps you’ve already embraced it. Or maybe you’re moving in that direction, by researching, planning, and even testing.

Though possibly you’re doing nothing with video. This might be because you’re too busy with other things, worry about how your staff will react to video, or need more technology to make it happen. But doing nothing is not a solution.

Take some time to consider the role of video in your call center. And to help you with this thought process, next time we’ll talk about how video will affect your agents and impact your operation.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

Will Web Chat Take Over the Healthcare Call Center?

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorWith the Millennial generation’s love for texting and general avoidance of placing a phone call, it’s tempting to project the demise of the call center. Although this may make for a logical conclusion, it’s not going to happen any time soon. Though tomorrow’s healthcare call center will undoubtedly have more chat transactions than it does now, the telephone will remain its primary communication device.

Why?

The reason is the simple fact that calls are superior in several key situations, and these significant advantages will not go away any time soon.

Talking is More Effective: Speaking is faster than typing. When describing complex medical situations, speaking our words is more effective than typing them. With the status of our health at stake, we want to communicate quickly and to get it right the first time. The telephone allows us to do this.

Our Tone Carries Meaning: Emotions are easier to communicate verbally and to be understood. Humor, desperation, and pain do not come across well in written form. How many times have you had a text message or email be misunderstood because your tone of voice did not come across?

Likewise, healthcare provider empathy comes across better when talking, instead of typing. It’s hard to communicate compassion through a chat box.

Yes, we do have emojis, a graphical representation of various emotional states, yet emojis are prone to misunderstandings, offering confusion almost as often as clarity.

Pick Up the Phone: In stressful situations, people of all generations, will gravitate to the phone. It provides for fast and efficient communication in time-critical, stressful situations. Often, when people reach out for medical help, the situation is both time-critical and stressful. The telephone offers a simple, no-hassle way to communicate. That’s why it’s the go-to tool for difficult situations.

Yes, texting is the newer technology that all the cool kids use, while the telephone seems stodgy and old school in comparison. Yet when critical, timely, and accurate communication is essential, the telephone wins most every time.

In the future, your healthcare call center will undoubtedly handle more chat communications. However, the telephone will continue to ring for most situations.

To prepare for the future, embrace chat technology, if you haven’t already done so. But don’t lose sight of the telephone. It will continue to be the cornerstone of your healthcare call center operation for many years to come.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The Promise of Telephone Triage and Physician Locator Services

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorTelephone triage is a great solution that meets the healthcare needs for many patients. However, though I write about telephone triage, I have no first-hand experience. Alas, there are no telephone triage services available to me—or at least none that I’m aware of. I wish there were.

It may shock you to know I don’t have a primary care physician. But it’s not for a lack of trying. Here’s the short version: Years ago I called my doctor’s office to make an appointment when I was down with a cold. The doctor wouldn’t see me because I hadn’t recently seen him when I was well. When I was better I called to schedule an annual check-up. They declined. My paper records were in storage and apparently it was too much hassle to retrieve them. I suggested they treat me as a new patient, but my doctor wasn’t accepting new patients. Apparently he had fired me. That was ten years ago. I haven’t had a primary care physician since.

Over the past five years I’ve required medical attention four times. Once was a trip to ER for stitches. The other three times were to urgent care to snag a prescription for antibiotics. On my last visit they encouraged me to find a primary care physician. I agreed. After recovering, I went online searching for a conveniently-located doctor.

I ended up at the website of a large healthcare provider. I entered my ZIP code and asked for doctors nearby. The closest match was .06 miles away. That’s 317 feet, but this doctor was actually over twenty miles away, a thirty-five-minute drive. I checked the next fifteen providers, all of whom were reported to be within five miles. None were. I gave up.

I wish I could call a physician locator service, but there aren’t any in my area, at least none that I know of.

I’m convinced healthcare call centers can fill a vital need in the provision of healthcare services, both telephone triage and doctor locator services. If only they were available in my area. Hopefully the reality of what is will soon catch up with the potential of what can be. Until then I hope I don’t get sick.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The One Sure Thing About the Future of Healthcare

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editorI don’t like to write about politics, but politicians in the United States are once again messing with healthcare. Some call it repeal, and others view it as repair. Some are for it and others oppose it. No one knows for sure how things will shake out or when it will happen, if anything happens at all.

Whether you view the status quo as good or bad, the maneuverings of the politicians and the soundbites of the pundits are disruptive. This makes it hard to plan: hard for healthcare providers, hard for healthcare insurance companies, and hard for healthcare consumers.

Regardless of the outcome, however, there is one thing I’m sure of. Medical call centers will continue to play a key role in the provision of care now and a bigger role in the future. Healthcare call centers stand in the healthcare gap, improving patient care, enhancing population health, and reducing per capita healthcare costs. No group is better positioned to achieve these three goals.

Yes, the one sure thing in healthcare today is that medical call centers will play a key role in providing quality, cost-effective solutions tomorrow. The only variable is how big that role will be.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.