One important way to improve customer service in healthcare is by implementing a medical call centre. Based on Call Centre as a Service software, healthcare call centres offer multiple tools to ease call management. Integrations with patient management systems mean that medical personnel will have access to the right patient’s file at the right time. They’ll have all the context necessary to provide the patient with a frictionless experience. More sophisticated features like IVR help to manage incoming calls, reducing wait times for patients and empowering them to find the information needed independently. Finally, healthcare call centre software includes an analytics dashboard, allowing managers to track performance at the team and individual level. Continuous optimisation of the customer service experience will finally be possible.