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Healthcare Call Centers - A New Customer Landscape

Call centers have come a long way from just telemarketing. They are in nearly every industry; whether the calls are inbound, outbound, in the energy industry, or healthcare. Each sector has their own specific service and compliance needs for call centers to fulfill. Below is a summary of a Press Release from Best Practices, LLC posted on MarketWatch.com describing the changes in customers in pharmaceutical and healthcare call centers.

Healthcare Call Centers are facing a changing customer landscape.

Customers are increasingly mobile, increasingly connected, and increasingly impatient with slow service. Consequently, contact centers are modernizing their technology and expanding connectivity options to support a growing variety of customer service channels and tools.

To help pharmaceutical companies better understand the changing needs of customer call centers, research and consulting leader Best Practices, LLC recently conducted a study around best practices for healthcare call centers.

Some of the insights uncovered in the study revolve around:

  • INVESTMENT: Differing rates of technology adoption across call centers may be driven in part by the extent to which executive leadership values a healthcare call center's rich pool of customer data. Those companies that leverage the data to feed other corporate functions are more likely to invest heavily in technology acquisition and upgrades.
  • SELF-SERVICE: Call center leaders are exploring ways to increase self-service for customers with common call center queries. Knowledge bases and artificial intelligence will expedite this process, increasing consumer access and, potentially, reducing costs.
  • GLOBALIZATION: Study participants anticipate increased globalization of call centers in the next few years – a trend that portends a push to provide standardized services to a global customer base. Those who have already begun globalization noted that a common technology platform and centralized leadership are basic requirements. Regional variations in regulations, however, will continue to create globalization challenges.

The study is based on a research project involving a benchmark class of 40 call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies. The 84-page report provides industry metrics and trends insights that can serve as a reference point on healthcare call center budget levels, budget allocations, program operations and services, complaint resolution processes, technology, and service levels.

Want more call center industry news and articles? Check out the blog on Outsource Consultants’ website!

Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center and BPO outsourcing solution. We can assist in finding solutions for inbound and outbound call centers, live web chat, cloud-based call centers, and outsourced email support services. We will save you significant time, reduce your outsourcing costs, and help minimize your risk when switching or selecting a new call center partner.

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