Connecting Call Centers with Web-Enabled Applications
According to a 2018 benchmark report by Becker’s Hospital Review, U.S. hospitals with 500 or more beds have an average of 6,645 employees. Web-based tools help hospital call center operators with viewing expansive personnel directories, so they can quickly see detailed, accurate information about staff members, contact information, preferred contact methods, on-call schedules, referral information, telephone scripts, and virtually any data needed – all in one place.
Managers and system administrators can determine the scope and depth of information that is required to efficiently handle calls to enhance the patient experience by reducing delays and fulfilling requests more quickly. Management can also access reports and historical call management data.
Making data accessible through the Internet or a healthcare organization’s internal networks reduces communication times, adds efficiencies, and reduces the number of potential errors caused by miscommunication and absences.
How Call Centers Use the Cloud to Save Money and Improve Communications
The National Institute of Standards and Technology (NIST) defines cloud computing as, “...a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.”
Cloud technologies are all about separating the physical IT resources from the actual underlying infrastructure. This is virtualization technology at its finest. Instead of using multiple racks of storage hardware to store data, cloud services such as Dropbox and Microsoft’s OneDrive can be used.
Hospital call centers save money by reducing the costs associated with maintaining their servers. Cloud deployment moves the call center platform to a cloud provider such as Amazon or Microsoft which shifts the responsibility for server management to the cloud provider.