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@article{184066,
        author = {SIJA MANDAL},
        title = {A STUDY ON FROM VOICE TO VALUE: EXPLORING THE IMPACT OF CALL CENTER COMMUNICATION ON INPATIENT AND OUTPATIENT LIFETIME VALUE},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {3},
        pages = {4053-4062},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=184066},
        abstract = {This internship project, titled “From Voice to Value: Exploring the Impact of Call Center Communication on Inpatient and Outpatient Lifetime Value,” focuses on analyzing how structured call center communication systems contribute to enhancing Patient Lifetime Value (PLTV) at Hospital. In the evolving healthcare industry, patient retention, satisfaction, and service utilization directly affect hospital revenue and reputation. Call center operations play a pivotal role in maintaining continuous engagement with both inpatient and outpatient segments, making it an essential area for quality and operational improvement.
The objective of this project is to understand how different aspects of call center communication—including inbound and outbound calls, appointment scheduling, follow-up reminders, feedback collection, emergency support, and patient query resolution—affect patient behaviour and long-term value generation for the hospital. By focusing on PLTV as a measurable outcome, the project connects operational efficiency in communication with tangible business and patient-care results.
The methodology adopted includes both qualitative and quantitative approaches. Primary data collection involved observation of call center activities, interviews with call center executives and hospital staff, and patient feedback surveys. Secondary data sources consisted of call logs, patient service utilization records, appointment statistics, and revenue reports. Key metrics such as average call response time, first-call resolution rate, patient adherence to follow-up schedules, repeat visit patternswere analyzed.
The findings reveal a strong correlation between effective call center communication and improved patient retention. For inpatient services, structured follow-up calls post-discharge contributed to higher readmission compliance for necessary procedures and reduced patient dropout rates. For outpatient services, timely appointment reminders, proactive follow-up calls, and clear information sharing helped increase appointment completion rates, reduced no-shows, and improved overall patient satisfaction scores.
 
 
 
Based on these observations, the project recommends several improvement strategies for Hospital’s call center operations. These include investing in updated Customer Relationship Management (CRM) software for better call tracking and patient data management, implementing automated messaging systems for reminders and routine communication, expanding staff strength during peak service hours, and conducting regular training programs focused on healthcare communication protocols and patient engagement skills.
In conclusion, this project emphasizes that call center communication at Hospital is not merely a support function but a strategic component in enhancing both inpatient and outpatient lifetime value. By optimizing call center performance, the hospital can improve patient experience, foster loyalty, and generate higher revenue through repeat services and positive word-of-mouth. The project’s insights are aligned with the hospital’s broader goal of delivering patient-centric care while ensuring operational and financial sustainability.},
        keywords = {},
        month = {August},
        }