Recent research revealed that 50-70% of call center activity is related to health benefits. By itself, this fact is not problematic. But considering that each such interaction typically costs $5-$15 (sometimes more) and also results in long wait times and unhappy customers, healthcare organizations have a serious problem on their hands.
In the U.S. and elsewhere, healthcare is fast evolving into a more consumer-driven industry. Today’s customers demand better plans, more personalized care, low-cost solutions, and high-quality, accurate information from the healthcare providers they interact with. These organizations need better ways to provide high-quality consumer experiences while lowering their costs to keep up with these demands.