Contact Center
Our healthcare-exclusive Contact Center provides the opportunity to improve customer service, reputation, satisfy health consumer demand, and capitalize on the measurable ROI opportunity every caller represents.
Provide excellent customer service
Many health consumers still call to book health-related services. We’re there when your staff can’t be, like before, during, and after hours and on weekends. Branded as your customized contact center, Ignite Contact Center can deliver scripts specific to your health organization, providing full-service capabilities. Staffed seven days a week by professionals with healthcare experience, most calls are answered in less than 30 seconds and agents offer bilingual (Spanish) translation when needed. Utilizing advanced call arrival forecasting, we offer the ability to meet campaign call volume demands with qualified agents to enhance patient engagement.
Benefit from a range of full-service capabilities
Ignite Contact Center provides comprehensive appointment scheduling and referral management, including EMR integration, online, warm transfers, and logic-based referrals. Call types supported include:
- Appointment scheduling
- Referral management
- Outbound calling
- Event and class registrations
- Digital inbound & outbound channel tracking
- Surveys
- Research
- Secure payment collection
- Marketing fulfillment
Easily measure impact from connecting with customers
Take advantage of real-time dashboard analytics, tracking, and recording of all call activity. Leverage real-time connection with the wider suite of Ignite Growth Platform and curated data repository, providing you the additional opportunities of personalized education and cross-selling.
From calls to conversions: a six-month success story
An academic medical center needed a partner to provide full service inbound and outbound call support, as well as measure the impact of their marketing campaigns. Using WebMD Ignite Contact Center, they were able to:
- Manage and track referrals, and determine the value of each caller
- Have agents schedule caller appointments
- Determine downstream revenue once the patients were in the system
See how Contact Center helped them generate more than $1.5M in total contribution margin in just six months.
