Spok Survey Finds Hospital Contact Centers Are Important to Patient Experience, but Face Challenges in Staff Retention
Oct 22, 2019 9:37 AM
More than 300 healthcare professionals offer insight into the state of healthcare contact centers.
“The contact center continues to face significant change,” said
The survey shows 71% of respondents believe the hospital’s contact center proactively contributes to the patient experience—41% reporting it contributes “a great deal” and 30% reporting it contributes “considerably.” Only 3% reported no contribution.
Respondents were also surveyed on the most impactful challenges faced by the hospital’s contact center. Nearly a quarter of the respondents (23%) cited recruitment and retention of staff as the key challenge, followed by agents who don’t have the information necessary to proactively engage with patients (16%), and inefficient processes (16%). Other challenges included operating in a silo (14%), lack of the right tools and technology (9%), unable to show value (9%), and poor network reliability and uptime (5%).
When asked how to improve contact center operations, participants often pointed to a more robust strategy that includes a plan for staff retention, consolidation of tools, and better technology that improves collaboration.
For a more in-depth look at this year’s survey results click here to read the full report.
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