Call centers in health care industry
I run a Physician Referral (health care marketing) call center. I am seeking some benchmark #s for call centers in our industry, ie: abandonment rate, call volume/agent, wait times, etc...any suggestions?

    Requires Free Membership to View

    When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.

    Hannah Smalltree, Editorial Director

    By submitting your registration information to SearchCRM.com you agree to receive email communications from TechTarget and TechTarget partners. We encourage you to read our Privacy Policy which contains important disclosures about how we collect and use your registration and other information. If you reside outside of the United States, by submitting this registration information you consent to having your personal data transferred to and processed in the United States. Your use of SearchCRM.com is governed by our Terms of Use. You may contact us at webmaster@TechTarget.com.

The best source for benchmarking data that I know of is Purdue University?s Center for Customer Driven Quality. Their resident expert, Dr. John Anton, is widely known as a call center and contact center expert, particularly in the area of industry performance metrics. I suggest contacting them to see if they have information within your vertical market. Their website is http://www.cfs.purdue.edu/conscirt/quality.html

Depending on how serious your problem is, you may want to consider hiring a consultant that specializes in your vertical market. A good referral source is STC: http://www.stcconsultants.org/index.html

For more information, check out searchCRM's Best Web Links on CRM in Vertical Industries/Healthcare.


This was first published in October 2001

Join the conversationComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.