Contact Center Pipeline May 2023 - Page 48

ABOUT A QUARTER OF HEALTHCARE CUSTOMERS BECOME STUCK ALONG THEIR JOURNEYS ...

HEALTHCARE CX

ILLUSTRATION PROVIDED BY ADOBE STOCK

DATA ANALYTICS : THE RX FOR CX

CHALLENGES , OPPORTUNITIES IN USING DATA ANALYTICS .

BY AMY BROWN , AUTHENTICX

Of all the lines of business contact centers serve , healthcare is arguably the most important , for peoples ’ lives depend on it , but also at the same time challenges exist . About a quarter of healthcare customers become stuck along their journeys daily , according to our Customer Voices Report .

Many reasons contribute to such a high rate of disruption . The American healthcare system , with its providers , insurers , and pharmaceutical verticals , is quite complex . Each has its nuances , regulatory requirements , and roles .
But what these participants share is the responsibility of interacting with customers every day — hundreds of millions of them — who need their help .
When customers must navigate multiple systems and different branches within the healthcare system , they may find themselves trapped by the Eddy Effect — one issue leads to another issue which leads to another issue .
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These roadblocks can include a lack of clarity about business language , frustration with billing or benefits explanations , and an inability to understand prescription tiers .
As a result , the time to resolution ( TTR ) can take too long . This metric is valuable in the customer experience ( CX ) for the agents , companies , and customers . No one wants to spend hours navigating a complex phone menu system to try and resolve problems .
ABOUT A QUARTER OF HEALTHCARE CUSTOMERS BECOME STUCK ALONG THEIR JOURNEYS ...
A customer journey disrupted by one or more of these factors leads to :
• Poor CX and low customer satisfaction .
• Negative impacts on customer retention , loyalty , and sentiment .
• Gaps in patient care — and confusion about treatments , insurance ( including Medicare ), and other healthcare variables .
• Wasted customer service resource hours trying to resolve preventable customer problems .
Disruptions from long wait times and delayed time to resolution can impact employee performance , morale , and lead to feelings of burnout and attrition — which is a direct impact on individuals ’ health and wellbeing ; interactions in healthcare are often more than simply transactional .