As patients have become accustomed to the convenience of digital experiences in other sectors, healthcare payers and providers must keep pace with health-tech companies by offering seamless patient support across live and digital channels.
As many as 82% of patients are ready to switch providers as a result of a bad experience and memorable CX is what patients want and expect with 72% saying good customer service is highly valued. But healthcare providers must do more than merely provide a friendly experience. With 31% of patients selecting a provider based on online reviews, providers must carefully curate their online reputation to stay ahead.
Case study
Improving the patient journey with Startek® Interaction Analytics
The challenge
Our client, a leading U.S. healthcare provider, wanted to improve the patient journey by aligning internal processes with the patient journey to reduce patient effort.
The Startek® solution
- Using Startek® Interaction Analytics, developed a deep understanding of the patient journey and built use cases for individual patient paths
- Redesigned the customer-care associate hiring and training program and customer-care processes
- Empowered agents to own issues across the patient journey
The results
- 12% increase in patient satisfaction
- 18% increase in first-time equipment order efficiency
- 15% reduction in agent attrition
Your trusted CX partner
Trusted by the healthcare industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.
38k
Associates
Supporting voice and non-voice services
12
Countries
Global delivery with local flair
40
Languages
Building stronger customer connections
200+
Clients
Trusted by leading brands
Featured solutions
Insights
Blog
Discover how healthcare contact centers transform patient care
Explore how healthcare contact centers help to enhance patient care. Discover Healthcare Contact Center best practices, challenges, technology, and 5 key metrics.
May 2024
Read moreBlog
What is Conversational AI in healthcare: benefits and use cases
Unlock the potential of Conversational AI in healthcare for improved patient outcomes. Discover the benefits and challenges of healthcare conversational AI.
May 2024
Read moreBlog
The future of retail: How AI is transforming retail industry
Discover how AI in retail is driving innovation, enhancing customer experiences, and shaping the future of the retail industry. Explore key use cases today!
January 2025
Read moreBlog
Contact center performance management: Top 5 strategies
Boost efficiency and customer satisfaction with effective contact center performance management strategies. Learn how to enhance your operations today.
January 2025
Read moreGuides & whitepapers
The new age of customer experience – CX trends report 2025
Discover top CX trends for 2025 & learn how emerging tech & strategies can help your business deliver exceptional experiences & boost growth.
January 2025
Read moreBlog
Customer experience optimization: Importance and best practices
Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.
January 2025
Read moreBlog
How telecom call centers tackle industry challenges and drive revenue
Explore proven strategies and techniques in customer experience optimization. Discover how to optimize customer experience for better conversions and loyalty.
January 2025
Read more