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Outsourcing in HealthcareProduct Type: Market Research ReportPublished by: Datamonitor Published: December 2004 Product Code: R313-7842 Description IntroductionAs healthcare organizations strive to cater to patients as customers, contact centers will become yet another channel through which healthcare organizations can influence consumer decisions. However, the healthcare industry still struggles with many aspects of automating certain levels of customer interaction. Scope Leverages Datamonitor's primary and secondary research among healthcare and pharmaceutical companies Discussion of the challenges facing healthcare organizations in the US and EMEA and the opportunity this represents for call center outsourcers Agent position market size of the current and potential outsourcing in healthcare and pharmaceuticals Highlights Although healthcare as an industry has been slow to adopt outsourcing overall, Datamonitor believes that industry focus on core goals, financial performance, and customer satisfaction will drive many flavors of outsourcing opportunities in healthcare. Reasons to Purchase Understand the pressures affecting healthcare to better target supply to meet demand Tailor your approach to this market to resonate with industry pain points Realize the potential size of the market in both the US and EMEA Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 INTRODUCTION 5 Executive summary 5 MARKET CONTEXT 6 Key pain points facing healthcare organizations 6 Aging populations placing greater strain on healthcare systems 6 Focusing on quality of care in the context of financial pressures 7 Increased need for operational efficiency and effectiveness 7 Catering to patients as customers 8 How receptive is the market to outsourcing in general? 8 Assuming responsibility for most or all functions of an IT department: 9 Helping healthcare organizations build their IT infrastructure over time or improve IT performance: 9 Helping healthcare organizations improve specific business processes: 10 The role of call centers in healthcare organizations 11 Selling call center outsourcing services to healthcare 13 MARKET OPPORTUNITIES 16 Healthcare and pharmaceuticals in North America 16 Healthcare and pharmaceuticals in EMEA 17 CONCLUSIONS 19 Routine call center functions 19 Speech enabled IVRs 19 Call recording 20 Managed services 20 Call center consolidation 20 APPENDIX 21 Further readings 21 SPP writing team 21 How to contact experts in your industry 23 |
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