Healthcare & Wellness

SMART KPIs: HEALTHCARE & WELLNESS

Strategic Insights

Domain Expertise for Predictable Performance

► Well-trained staff with domain knowledge ensures consistent performance & helps maintain customer confidence.

► Making services as convenient & private as possible for customers fosters trust & enhances their overall experience.

FCR

(First Call Resolution)

Strategic Impact
Faster resolution of medical inquiries, improved patient experience

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Optimized agent efficiency, faster appointment processing

Industry Standard
4-6 minutes per interaction

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher trust in healthcare services & better online reputation

Industry Standard
85%+ satisfaction score

NPS

(Net Promoter Score)

Strategic Impact
Increased patient loyalty & referrals

Industry Standard
Above 50 (Positive Score)

Appointment

Scheduling Efficiency

Strategic Impact
Higher patient engagement & reduced no-show rates

Industry Standard
90%+ successful first-time appointment booking

Service

Level & Call Abandonment

Strategic Impact
Faster response times, reduced frustration in urgent cases

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%

Billing Accuracy

& Dispute Resolution

Strategic Impact
Faster claim processing, improved financial performance

Industry Standard
Resolution within 3-5 business days

Prescription

& Medication Refill Accuracy

Strategic Impact
Enhanced patient safety & pharmacy compliance

Industry Standard
98%+ accuracy rate

Patient

Patient Retention Rate

Strategic Impact
Lower churn, increased lifetime patient value

Industry Standard
Below 5% monthly churn

Digital

Deflection Rate

Strategic Impact
Cost savings through automation, improved scalability

Industry Standard
50%-60% of queries handled via self-service

Offices

Corporate Office:
FPAI Building, 2nd Floor, Plot #10, Sector 4, R.K. Puram
New Delhi, Delhi 110022

Registered Office:
Plot No. 26, Forest Park, Bhubaneswar, Odisha - 751009

Useful Links

Other Locations

Asansol
Bengaluru
Bhubaneswar
Mohali
Guwahati
Hyderabad
Noida

Powering Success with Smart KPIs