Title :
Call Centers in Health Care: Effect on Patient Satisfaction
Author :
Strother, Judith B.
Author_Institution :
Florida Inst. of Technol., Melbourne, FL
Abstract :
Call centers in health care services provide a variety of communication challenges. This case study of a call center for a health care plan in Central Florida correlates survey results on customer satisfaction with employees´ self-reported customer-oriented behaviors, and management ratings of employee attitudes
Keywords :
call centres; customer satisfaction; health care; call centers; customer satisfaction; employee attitude; employee self-reported customer-oriented behaviors; health care services; management ratings; patient satisfaction; Communication industry; Companies; Costs; Customer satisfaction; Customer service; Hospitals; Industrial relations; Internet telephony; Management training; Medical services; customer satisfaction; customer service communication; health care;
Conference_Titel :
International Professional Communication Conference, 2006 IEEE
Conference_Location :
Saratoga Springs, NY
Print_ISBN :
0-7803-9777-0
Electronic_ISBN :
0-7803-9778-9
DOI :
10.1109/IPCC.2006.320362
