Call Center
A centralized facility or service that handles large volumes of telephone calls, often using scripted responses and basic message-taking.
What Does This Mean?
Traditional call centers focus on answering volume rather than outcomes. Operators typically read scripts and take messages for callback. While call centers can handle high volume, they often lack healthcare expertise and EHR integration, meaning patients must wait for callbacks and staff must manually process messages.
Examples
- After-hours message services
- High-volume answer-and-route operations
- Basic overflow coverage during busy periods
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