Is your Medical Information Contact Center vendor too big to serve your needs?

Is your Medical Information Contact Center vendor too big to serve your company well? Here are some telltale signs. Are you experiencing any of these challenges in your medical information program?

Your vendor has recently bought another company or has been sold to another company. Companies may acquire and merge to achieve synergies that improve their own bottom line. Their plans for increasing efficiency and enhancing shareholder value may include a subtle reduction in service to their clients, which is unlikely to be announced. This may result in your company paying the same for less service.
There’s a senior management shake-up at your vendor. At these times, senior managers may scramble to secure a position in their new hierarchy, and some may leave their company. These organizational changes may result in a loss of focus on you, the client.
Your vendor may hire a new CEO who has a new vision and new priorities that may or may not benefit your company.
Your vendor claims to offer any service that you need, but they don’t perform any service particularly well. Legendary stock market investor Peter Lynch coined the word “diworsification” to describe a situation in which a company gets into too many different lines of business, and the increased complexity causes a loss of focus on their former strengths.
Your large vendor appears to be prioritizing only their highest-paying clients.
Your vendor doesn’t value their own staff performing service for your company. Their operational culture drives their staff to the point of burnout and attrition.
Your vendor doesn’t put their best staff on your program, or they move the best staff on your program to other client programs.
Your vendor is not responsive to your concerns. They make it difficult for you to talk to the staff members who know what’s really happening on your program.
Your vendor seems to see everything as a “numbers game.”
Your vendor has their own way of doing things and doesn’t want your input.
Your vendor seems to take your business for granted.

The Med Communications Contact Center operating model was designed to deliver great responsiveness and support for our clients and a high-quality, high-touch customer experience for every customer interaction, every time. Med Communications is large enough to serve your global Medical Information Contact Center needs, yet small enough to provide personalized client service, and small enough to care.

If your company wants an experienced Medical Information Contact Center vendor who’s the right fit and a good partner, contact us today: 877-477-0977 or https://medcommunications.com/contact-us/.