Patients are calling. The bottleneck is resolving multiple queries in a single interaction without sacrificing quality or clinical safety.

Call abandonment rates in healthcare contact centres reach 64% in some systems. Each abandoned call is a patient who does not reschedule, does not understand their bill, or does not renew their medication. Contact centre agents navigate between 3 and 7 different systems to resolve a typical query. Average handle time exceeds 8 minutes, and first contact resolution hovers around 55-65%. Patients call an average of 2.7 times to resolve the same issue.

Hyro, Healthcare Contact Center Benchmark 2024