How to Build a Healthcare Call Center
Become the Dumbledore of call centers
Things You'll Get From This Course
Meet your people
Real world examples
Danielle is a healthcare operator and advisor. Most recently, she was the first employee and Head of Operations at Better Health. In this role, she built a call center that processed over 40,000 calls, supporting thousands of members. In that time she learned a lot of things the hard way and tbh, it was rough (and expensive).
Now that her contact center wounds have healed, she’s helping others in their journey of building one and making sure they’re set up for success! Her goal is to help operators strategize and build at the same time. Ya know, because operators somehow have to do both simultaneously.
Course Syllabus & Schedule
Contact Center Primer
(07/11, 12 - 1:30PM ET)
In-house vs. outsourcing & Documentation
(07/13, 12 - 1:30PM ET)
Forecasting, Hiring and Org Design
(07/14, 12 - 1:30PM ET)
(07/18, 12 - 1:30PM ET)
(07/20, 12 - 1:30PM ET)
(07/21, 12 - 1:30PM ET)
Frequently Asked Questions
How do you define a call center? We have SMS, email and other support channels.
We use the term call center with contact center interchangeability in this course. It’s just less of a mouthful that way. However, we will be going over support channels including SMS, email, and chat. This course is certainly for you if phone isn’t your main (or only) channel!
Who is this course for?
This is particularly designed for members of operations, sales, product and customer experience teams. If you have a team or are building one that interacts with customers (and prospective ones) via phone, chat, email, or SMS, this is the course for you. And if you identify with any of this below, then this course is also for you:
- If you have a sales team managing leads, through all channels (phone, email, chat, sms)
- If you have representatives handling service issues, through all channels (phone, email, chat, sms)
- If you’re building an in-house contact center (call center) team, which could be domestic or international.
- If you already have a service and or sales teams but are becoming your own bottleneck to growth.
- If you’re looking to level up your customer experience operations.
Who is this course NOT for?
We’re not going to get into the super scaling mode of contact centers. If you’re building a 500+ seat contact center, your needs are quite different. If you’re completely outsourcing your contact center function, this may not be for you. Lastly, this course is not specifically designed for clinical level call centers (diagnosing, nurses on staff), but many of the technology principles will be similar. We plan to launch an add-on course for clinical teams and larger scale contact centers, please email us if you’re interested (firstname.lastname@example.org)
Should I take this class solo or bring in some team members?
Contact centers are by nature, very cross-functional. We recommend bringing together multiple people from your organization, and will offer a discount for 2 or more people from a single org. The earlier we bring in internal stakeholders, the better. Consider this a fast-track to alignment.
Will I finally hit under <5% abandon rate and 99% FCR?
Maybe!! In our course, you’ll learn about the tactics that can help you get there, but at the end of the day, it’ll be on you to apply them and it make it happen! Also, that’s just a crazy goal, I wouldn’t recommend it!
How much is it?
The current price for the course is $1000. We will also be offering a group rate for organizations that bring 2 or more team members. For group or corporate bulk discounts, email us at email@example.com
Do I have to be at every session?
Each session is 1.5 hours, and the course consists of 6 sessions. Recordings will be available after the session, but you’ll get a lot more from engaging live, asking questions, and being there for the interactive parts.