Industry Report

A Critical Diagnosis
of US Healthcare
Call Centers

Gain access to the most comprehensive and accurate
analysis of the current state of US healthcare call
centers, as revealed by 200 surveyed executives.

Under pressure

67% of healthcare call center leaders find it difficult to prove call center ROI internally, and 74% feel pressured by their system’s executives to demonstrate that their call center could ever become a profit generator rather than a cost center.

A leaking bucket

39% of leaders point to staff burnout and turnover as the main drivers of inefficiencies in their call center, yet on average spend just 0.6% of their budget on tech to prevent them. In sharp contrast, 43% of their budget is sunk into labor costs.

Patient satisfaction
on hold

Just half (51%) of US patients are satisfied with their healthcare provider’s call center service. This should come as no surprise given that they wait an average of 4.4 minutes on hold, and only 52% have their issue resolved on their first call.

A GPT-powered future?

46% of call center leaders are planning to deploy or are already in the process of deploying LLM-based solutions (such as ChatGPT) to their call center within the next 12 months.

What's Inside?

  • Definitive benchmarks
  • Leading drivers of inefficiencies
  • Annual operating costs
  • Top tech tools used

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