According to Paris-based Teleperformance’s CX Lab, which recently examined how U.S. healthcare payers−entities other than the patient that finance or reimburse the cost of health services such as insurance carriers, other third-party payers, or health plan sponsors (employers or unions)−are addressing their members’ needs, healthcare payers have an opportunity to expand communications to additional channels sometimes preferred by their members.
Here are some of its key findings: Channels preferred by members include phone (70%), e-mail (21%), click-to-chat (8%), and mobile app & social media (1%).
The Healthcare Practice Group for Teleperformance, a global leader in outsourced multichannel customer experience management, is speaking at the 11th Annual World Health Care Congress (WHC) this week in National Harbor, Maryland.
The WHC annual meeting brings together thought leaders to collaborate on healthcare strategies for quality, customer/patient and cost improvements. Teleperformance has over 50 global healthcare clients and thousands of professionals dedicated to the industry worldwide. The company will present proprietary insights into healthcare payers’ member preferences during several conference sessions.
“Our experts presenting at WHC bring a vast amount of healthcare-specific knowledge,” Paulo Cesar Salles Vasques, Worldwide CEO of Teleperformance Group, said in a press release. “We serve many diverse and global healthcare clients including payers, providers, pharmaceutical and medical device companies. These clients partner with us because we have over 35 years of experience and a unique, multi-dimensional view into consumer healthcare needs and preferences around the world. Teleperformance is really proud and also humble to be a key end-to-end global healthcare service provider because this industry is about serving mankind and is competitive, dynamic and evolving rapidly. Lives are literally on the line and certainly quality of life is at stake, so serving the healthcare industry really is a unique responsibility requiring a commitment to both continuous learning and perpetual excellence.”
Teleperformance serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. In 2013, it reported consolidated revenue of €2,433 million ($3,236 million, based on €1 = $1.33).
The Group operates 110,000 computerized workstations, with close to 149,000 employees across around 230 contact centers in 62 countries and serving more than 150 markets. It manages programs in 63 languages and dialects on behalf of major international companies operating in a wide variety of industries.