A healthcare provider wanted to increase the call answer rate for its outbound calling operations, as well as deploy an automated spam remediation solution to decrease the chance of calls being flagged as spam. Enter TNS Telephone Number Reputation Monitoring (TNRM), a solution that helps enterprises improve the reputation and score of telephone numbers while striving to reduce the risk of negative call labelling.
The voice channel is of vital importance in the healthcare industry. Contacting patients to discuss healthcare plans, appointments, medication and other sensitive issues is something that is often best done with a phone call. In fact, according to a recent TNS survey, 65% of US adults prefer to use the phone more than text messaging, apps or a website to talk with their healthcare provider.
The healthcare provider had set targets to increase its outbound call answer rate by at least 10% to 12% and put in place an automatic spam remediation solution. An obstacle that healthcare providers can face when repeatedly calling patients from the same number is that these calls, if unanswered, run the risk of the originating telephone number being labelled as spam, as they mimic a process called flurry dialling.
Once the healthcare provider’s calls were being flagged, it realised it needed solutions in place to monitor the reputation of its telephone numbers and to brand its calls so that patients could see who was calling.
