The impact of negative call experiences on revenue
Patients are increasingly turning to telehealth and seeking more personal, customized care — requiring renewed focus on the patient experience. In turn, healthcare companies need new ways to build trust between providers and patients, often through a multichannel outbound communications strategy where phone calls still play a critical role. However, fraud that includes spoofers pretending to be healthcare providers attempting to obtain patients’ personal information has been on the rise. These poor call experiences, in addition to robocalls and spam mistagging, are having a negative impact on revenues.
In late 2022, we commissioned Omdia to conduct a survey of enterprises (across seven industries) that make large volumes of outbound calls to gain insights on current challenges and opportunities of the customer call experience.
Read the eBook for key findings regarding healthcare respondents, including: