Printed from: http://www.furstperson.com/hire/industry/healthcare/index.cfm
Date/Time: 7/30/2010 4:32:14 AM MST

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Healthcare

FurstPerson has experience working with contact centers involved in healthcare industries, both directly and through outsourcing providers.

Due to the complex nature of the healthcare industry, calls are usually complex and therefore require a customer care representative that is able to maintain a firm understanding of your services and products. Strong learning aptitude, problem solving ability, and attention to detail are critical. In addition, the potential nature of the caller's situation may require extra empathy to successfully manage the call.

Our experience includes assessment solutions primarily for customer care. This includes conducting local job analysis surveys and local validation studies.

Performance metrics used in the validation studies vary by client but typically involve call quality measure and call management measure.

Clients in Healthcare industries have typically used our 1stHIRE solution to create a customized assessment process for their contact center recruiting needs.