“US Contact Center Verticals: Healthcare” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US healthcare sector, which includes pharmaceuticals, dental and medical plans, hospitals and ACA.

 

It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.

 

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Report contents

 

The healthcare sector has grown significantly in terms of agent positions over the past five years. The sector currently has over 40,000 more agent positions in 2021 than it did in 2016, and is expected to add a further 15,000 agent positions by 2025.

 

The healthcare vertical is still very much focused on live agent telephony, despite the past three years having seen a drop in the proportion of customer contact carried out by voice.

 

Healthcare agent salaries tend to be a little higher than the US contact center industry as a whole, although agent attrition in this sector has been much higher than usual within the pandemic period.

 

  • Market Sizing & Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer

 

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