SOCAP International provides a platform for CX industry officials and professionals to exchange ideas
every year. This year’s Indy Fall symposium saw Premier BPO return as the orientation hosts for First
time attendees.
Continued below in our three-part series blog, is key takeaways from the event, with focus on the
most talked about industry; Healthcare.

Healthcare Sector trends

Healthcare and Financial Industries are lagging behind others with the lowest CSAT scores at present.
For healthcare businesses, patient experience is the top priority. The three areas to focus most on are:

  • Telemedicine: 75%

  • Patient portals or digital messaging systems: 56%

  • Electronic Health Records (EHR) Interoperability: 64%
    EHR assists in reducing ambiguity, building better workflows, and transferring data to the right
    person at the right time; all to improve the delivery of health care. Combining with IT, standards
    must be maintained for:

    • User-to-app communication (e-prescribing)
    • Inter-system communication
    • Information processing and management (health info exchange)
    • Integration of consumer devices with other systems and applications (tablet PCs)

Emerging Healthcare trends for what is most important to healthcare customers:

  • 82% – quality customer service
  • 62% – good communication and continuous engagement
  • 50% – a bad digital experience with a healthcare provider ruins the entire experience
  • 39% – a good digital experience has a major influence in staying with that provider

Sessions Referenced

  • A New Perspective on Managing Top Performers – Nate Spears, COO, ClearSource
  • ROI of a Call Center – Bill Gosling Outsourcing
  • Disruptive Innovation
  • Finding the Sweet Spot: The Intersection of Peak Operational Efficiency & Highest Level CX
  • Bringing Innovation to Life Through Human Operations

Premier BPO Insight for Businesses From SOCAP 22

Our experts recommend the use of a blended workforce, especially one that can operate out of brick-
and-mortar workspaces. This is a win-win solution that Premier BPO offers and it comes with its own set
of benefits in the current economic scenario; such as:

  • diminishing the challenge of the ‘wage war’
  • helping reduce attrition numbers
  • providing more diverse and skilled talent
  • ability to operate simultaneously in different time zones
  • catering to various client types

Employee engagement
and socialization are also more prominent in on-premise settings, which in turn affects attrition. Premier BPO operates a combination of on-site and WFH employees within its blended workforce. We provide our clients with tailored solutions according to their needs. Our focus is inclusivity, employee engagement, and being a source for individuals to develop both personally and professionally. This is why we can maintain an average of less than a 3% monthly attrition rate (well below industry standard) across our globally dispersed teams.

Our Workforce Management Solution also helps First-Time outsourcers transition and grow their workforce with a smooth cultural shift. Where ramping and scalability is concerned, Premier acts as your partner and guides you every step of the way. Our hiring and onboarding processes are optimized to get our clients the best resources. We have an onboarding partner paired with each new employee to help them transition into their role with ease and efficacy.

Are you thinking about outsourcing for the first time?

To learn more, visit our web page.

First-Time Outsourcers

About Premier BPO

Premier BPO seeks to be a seamless extension of its client’s business processes. This is done by immersing itself in the client’s values and objectives and by providing dedicated resources that serve as a blended workforce within the client’s organization. The company offers co-sourcing, a hybrid approach to outsourcing, across multiple functions for several industries through its global sites. Premier BPO has invested in security and compliance processes including obtaining PCI certification and has been serving clients since 2003.

Also read:

SOCAP recap part 2
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SOCAP recap part 1

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