As patients have become accustomed to the convenience of digital experiences in other sectors, healthcare payers and providers must keep pace with health-tech companies by offering seamless patient support across live and digital channels.

As many as 82% of patients are ready to switch providers as a result of a bad experience and memorable CX is what patients want and expect with 72% saying good customer service is highly valued. But healthcare providers must do more than merely provide a friendly experience. With 31% of patients selecting a provider based on online reviews, providers must carefully curate their online reputation to stay ahead.

Case study

Healthcare

Improving the patient journey with Startek® Interaction Analytics

The challenge

Our client, a leading U.S. healthcare provider, wanted to improve the patient journey by aligning internal processes with the patient journey to reduce patient effort.

The Startek® solution
  • Using Startek® Interaction Analytics, developed a deep understanding of the patient journey and built use cases for individual patient paths
  • Redesigned the customer-care associate hiring and training program and customer-care processes
  • Empowered agents to own issues across the patient journey
The results
  • 12% increase in patient satisfaction
  • 18% increase in first-time equipment order efficiency
  • 15% reduction in agent attrition

Your trusted CX partner

Trusted by the healthcare industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.

38k

Associates

Supporting voice and non-voice services

12

Countries

Global delivery with local flair

40

Languages

Building stronger customer connections

200+

Clients

Trusted by leading brands

Featured solutions

Call center agents happily working on a omnichannel contact center
Startek® omnichannel contact center

Deliver world-class CX across channels

Learn more
A woman making bookings for holidays through social media channel
Startek® LISA

Deliver real-time, personalized and effortless social CX

Learn more
Female agent happy with automated quality management support in a call center
Startek® automated qauality management

Drive efficiency and accuracy

Learn more
Team discussing CX strategy on office wall sticky notes
Startek® CX consulting

Reimagine your CX delivery

Learn more

Insights

Blog

elder citizen in a hospital speaking with a customer service rep
Discover how healthcare contact centers transform patient care

Explore how healthcare contact centers help to enhance patient care. Discover Healthcare Contact Center best practices, challenges, technology, and 5 key metrics.

May 2024

Read more

Blog

What is Conversational AI in healthcare: benefits and use cases
What is Conversational AI in healthcare: benefits and use cases

Unlock the potential of Conversational AI in healthcare for improved patient outcomes. Discover the benefits and challenges of healthcare conversational AI.

May 2024

Read more

Case studies

Telkom tower SA
Startek® Analytics boosted Telkom’s QoS by 6% and reduced Customer Effort Scores by 23% 

Telkom, South Africa's ICT leader, partners with Startek® to boost customer service excellence, offering end-to-end solutions, fiber, mobile, and IT services.

July 2024

Read more

Blog

Business taking assistance from mobile gen ai
Are human-centric experiences possible with Gen AI? We think so! 

Explore how Gen AI elevates customer service and workplace dynamics, enhancing interactions with empathy while preserving the essence of human connection.

July 2024

Read more

Blog

young customer using AI tools for customer service assisstance
Chatbot vs. conversational AI: Key differences, types and examples

Conversational AI vs Chatbot: Understand the differences, types, and examples of these solutions. Improve your customer experience with the right AI technology.

July 2024

Read more

Blog

Lady using gen ai to make online transactions
Generative AI in ecommerce: Key features and use cases

Boost sales & personalize experiences. Discover how generative AI in ecommerce creates dynamic content, optimizes pricing, & drives customer engagement.

July 2024

Read more

Blog

Call center agent using automation to solve a customer query
Top 10 must-know contact center automation innovations for 2024

Explore the top 10 essential contact center automation trends to boost efficiency and productivity in 2024. Elevate your customer service.

July 2024

Read more

Stay connected

Please enter a valid email address.
Please select the checkbox before submitting the registration form.
Thank you for sharing your details. We look forward to keeping in touch.