The feeling of being passed from one call HIPAA Compliant Call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a  medical facility when you have to repeat the same information to every person you are repeatedly transferred to.

HIPAA Force offers two different types of transfer: cold transfer and warm transfer. Let us describe the opportunities of both of them.

Patients don’t have to sit and wait while numerous reps pull up their info or constantly repeat themselves. You can place the customer on hold for a moment, bring the appropriate specialist up to speed, and let the caller know he’s being transferred to someone who can help him from there.

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The warm transfer gives your caller a live, friendly person to speak with when they make contact with your center and directs their call in a way that feels natural if a transfer needs to occur. It’s a great way to keep patients satisfied while effectively meeting needs - at least in most cases.

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When a patient needs to get to a different clinical department and their identity or the agent’s identity won’t matter,  that is a perfect time for a cold transfer. Let’s look at an appropriate example of transferring a caller cold.

Let’s say a caller made a phone call to your medical facility, but they actually need assistance with making an appointment. Once your agent figures out where the patient should go, they should just transfer them to the appropriate medical department. 

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You have the flexibility to guide your specialists on which method they are to use in which situation.