Medical facilities and healthcare organizations are merely beginning to recognize the full potential and benefits of Medical BPO Services. While most big names in the healthcare industry have already embraced these services, others continue to contemplate their importance. The little hesitation on the part of healthcare providers is primarily because they have yet to determine the value of these services against their costs. However, one fact is universally accepted – healthcare BPO services have plenty to offer to healthcare service providers and medical facilities.
Another aspect constantly under consideration is the location of the healthcare BPO companies. Healthcare businesses engaging the professional services of a Healthcare contact center can choose between onshore, nearshore, and offshore companies. The choice of location and the healthcare BPO company you hire will massively impact the quality of services you get. At the same time, it will also have an effect on a number of other areas of your healthcare business.
What Impacts Do The Location Of The Medical BPO Services Have On Your Healthcare Business?
To engage the ideal healthcare BPO company, you must determine your needs and how a BPO company can deliver them. Furthermore, you must also understand the impact of the healthcare BPO services on multiple areas of your business. Let’s look at some of the reasons the location of the healthcare BPO company matters.
Cultural differences
Your patients and healthcare customers may be most comfortable talking to agents in onshore healthcare BPO companies. However, that does not mean that they will have unpleasant interactions with offshore Healthcare contact center agents. In fact, offshore medical BPO companies provide extensive training to employees on the cultural aspects of customers and their countries. Hence, you may find that offshore BPO companies go that extra mile to ensure maximum comfort for your patients.
Also, people from Asian countries are generally more empathetic and friendly than the people in the United States. This also impacts the patient engagements as it extends to the conversation and intonations of the agents. Contact center agents in the US are more direct, professional, and assertive, whereas their Asian counterparts are more soft-spoken. This will affect patient experiences on the phone with a representative of your healthcare business.
Operating Expenses
Engaging Medical BPO Services in the US is much costlier than hiring a healthcare BPO company in Asia or Africa. This cost difference is due to several factors, including the availability of expert professionals, industry regulations, taxes, economy, etc. As a result, you will find that outsourcing to a top healthcare BPO company in countries like Africa, India, Manila, and the Philippines is cheaper than outsourcing to even a small healthcare BPO company in the United States or Europe.
In addition, you will also enjoy attractive and competitive prices when engaging healthcare BPO companies in these countries. While such BPO companies deliver exception patient support, they may still be trying to get a foothold in the industry. In an attempt to acquire top clients, they often offer competitive prices that can be easy on your budget. This allows you to access top-quality patient support without having to drill your pockets and spend a fortune.
Industry Experience
Most healthcare services providers are more comfortable hiring onshore Medical BPO Services. As a result, medical BPO companies in some countries have more experience in the healthcare industry than others. Moreover, healthcare services outsourcing is a relatively newer concept in some countries than others. This also creates a difference in tenure for healthcare BPO companies in different locations around the globe. Hence, some BPO companies have more experience in the industry than others, with a wider global presence.
In addition, some BPO companies have been around longer than others. And even though they may not have the relative experience of serving the healthcare industry, they have massive experience in other sectors. Hence, they can easily utilize that experience and bring their knowledge to their Medical BPO Services for the healthcare industry. Therefore, despite their limited industry-specific experience, they can deliver top patient support and demand good money for their services.
There are several other factors that can determine how the location of the healthcare BPO company affects your healthcare business. You need to consider these critical aspects before deciding on the medical contact center for your patient support outsourcing needs.
Why Is It Necessary To Find The Right Healthcare Contact Center?
Your healthcare business requirements are different from that of other medical facilities in the country or the industry at large. If the healthcare BPO company you hire isn’t able to deliver to your specific needs, it will prevent you from maximizing your potential. As a result, you will end up paying valuable money for services you cannot benefit from. You can easily prevent this from happening by finding a Healthcare contact center that can deliver customized solutions. This will enable you to utilize the professional services of medical BPO companies for maximum outcomes.
At the same time, it will also help you deliver the kind of quality and services you want to your patients. You can monitor and regulate the quality of patient support your paying customers experience with your healthcare business.
