Turn Calls into Customers (Book)

Make sure you’re taking advantage of the first point of contact

Customers are becoming more involved in their own healthcare, and hospitals need to make sure that they’re taking advantage of the marketing opportunities available to them at the first point of contact: the call center. If a call goes unanswered, or consumers don’t get the information they’re looking for, chances are they’ll take their business somewhere else.

Turn Calls into Customers shows hospital marketers how valuable the call center can be to their marketing efforts. This book goes beyond the basics and shows how your call center can provide complete customer service and maximize revenue. It provides practical, real-world examples of ways to provide information customers are looking for, engage them, and make them partners in their own healthcare.

Turn Calls into Customers will show marketers how their call center can become a profit center by:

• Explaining the hospital call center’s role in the changing marketplace
• Showing how a good first experience will keep patients coming back year after year
• Examining best practices for hospital call centers of all sizes 
• Discussing the basics of good telephone marketing
• Exploring programs designed to measure call center ROI

Offering great strategies and actionable plans for maximizing customer experience, Turn Calls into Customers is a must have resource.

Who will benefit from this book?

• VP of operations
• Director of marketing
• Communications director
• Public relations coordinator
• Director of strategic planning

About the author

Judith A. Brown has been in the healthcare industry for more than two decades, and has a diverse background of experiences as a registered nurse, provider executive, and consultant. A healthcare consultant, Brown works with hospitals and hospital marketing vendors to develop integrated marketing plans, customer contact mapping, call center consulting, program development, and business operations.

A featured speaker at a variety of national healthcare organizations and conferences, Brown also has served on numerous advisory boards.  She is also very involved in community volunteerism and continues to clinically practice.

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