NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
In 2009, the Black Book healthcare BPO industry user survey investigated over 130 contracts held by 352 of the top nonprofit, charitable organizations and related agency spending clients globally in the outsourcing market place. 48 healthcare BPOs offering specific hospital, physician practice and payer (HMO, PPO, insurance and government agency) services qualified for side-by-side competitive analysis in this report.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Deployment, systems security and backup, vendor reliability and viability are the most important attributes influencing healthcare BPO clients' satisfaction with their 2009 outsourcing providers following healthcare industry expertise.
Key finding: vendor dissatisfaction is uncommon in the healthcare BPO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 4.0% of clients globally. Retention rate is among the healthcare industry's highest at 88.1% annually.
Large US hospital systems and payer clients are among the most satisfied with onshore services delivery. Less than 6.2% of all surveyed clients polled described strong dissatisfaction with their chosen offshore outsourcing vendors for 2009 vertical-specific healthcare initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end healthcare BPO vendor produce the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
Survey overview 6
Key findings 6
Healthcare payers BPO – top honors overall 2009 6
Healthcare payers BPO – top vendor by function 2009 6
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
Healthcare payer BPO vendor rankings and results 2009 9
TOP 20 HEALTHCARE PAYERS BPO VENDORS 10
STOP LIGHT SCORING KEY 11
Operational excellence of healthcare payers BPO vendors 11
OVERALL KPI LEADERS 16
Top score per individual criteria 16
Outsourcing vendors with most top individual criteria scores 17
INDIVIDUAL KEY PERFORMANCE 18
Orbys consulting 37
Mphasis, Firstsource, Wipro Infocrossing, Cognizant, Trizetto, CSC, Apollo Health Street, ACS (a Xerox company), Accenture, Gebbs, EXL Service, Syntel, Tata Consultancy Services, Genpact, Perot Systems, IBM Global, Infosys BPO, TMG Health, WNS Global, Antares
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