RE
We used an outbound calling service for a patient survey after noticing that our online response rate was lower than we wanted. The goal was to understand several parts of the patient experience, so we needed agents who could follow a consistent question structure without making the calls sound robotic. The team from appointment management outsourcing helped us organize the survey before the calls began and pointed out a few questions that could be confusing when spoken aloud. That preparation made the conversations much smoother. Agents recorded the structured answers but also captured useful comments when patients wanted to explain something in more detail. Some of those comments were more informative than the numerical ratings we had collected previously. We also received feedback from patients who had never completed our online surveys, which gave us a broader range of opinions. After the campaign, the responses were organized into themes so our internal team could identify common...