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| Hôpitaux Publiques > Etude de marché sectorielle |
| Outsourcing in Healthcare |
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€ 1 036,00 |
Editeur
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Datamonitor |
Langue
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Anglais |
Date de publication : |
Décembre 2004 |
Taille du document : |
23 |
Autres informations : |
Description , Table des matières |
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| Présentation de l'étude de marché - Description & Table des matières |
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| Outsourcing in Healthcare |
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Introduction
As 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
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TABLE OF CONTENTS
ABOUT 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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