Efficiency, Excellence, Value: Tailored Solutions for Outbound Call Center Operations & Call Programs

Healthcare companies are increasingly recognizing significant opportunities to enhance member experience, boost employee satisfaction, and drive cost-savings through optimization of their outbound call centers.

Healthcare companies invest millions of dollars annually into their inbound and outbound call centers, whether onshore or offshore. However, they often struggle to see a significant return on their investment due to the seasonality of inbound volumes, service level requirements and the cross functional expectations of member services representatives who are expected to make outbound calls as a ‘fill in’ activity when inbound activity is low. 

To maximize the value of outbound calls and effectively manage cost, whether digital or using live agent resources, outbound call centers will have a dedicated staff determined by member outreach objectives throughout the calendar year and a limited number of applications with an easy-to-access and regularly maintained knowledge base. Unlike inbound call centers where it’s often challenging to predict incoming volume, outbound call center activity can be predicted and managed effectively because you get to determine what activity and how much can be managed by your team.

However, outbound call programs experience difficulties such as low engagement rates, underperforming program results, and representative burnout if outbound call programs are not supported by quality contact data, meaningful, efficient messaging conveyed with a personal touch, and clear and easy to log documentation in the member’s record. While outbound calls can outperform other communication channels to impact business and health outcomes, it’s a constant struggle to balance quality and efficiency, at scale, to deliver the intended business value.