Healthcare leaders must measure more than speed. In a retail call center, “Average Handle Time” (AHT) is king. In healthcare, pushing agents to get off the phone quickly is dangerous.
If this sounds familiar, it’s worth reviewing your current model. Are your KPIs incentivizing agents to hang up on confused patients?
KPIs That Matter
- Patient Satisfaction Scores (CSAT): Did the patient feel heard and helped?
- First Contact Resolution (FCR): Did we solve the billing issue on the first call, or did they have to call back three times?
- QA Compliance Scores: Zero tolerance for HIPAA violations or failure to verify identity properly.
- Abandonment Rate: Are patients hanging up because the wait is too long?
Nearshore teams provide better visibility and consistency when KPIs are clearly defined and aligned with patient outcomes, not just factory efficiency.
Ensure your KPIs reflect patient outcomes, not just efficiency.
Conclusion
You manage what you measure. If you measure speed, you get speed. If you measure care, you get care.
