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A comment on Notes From the Field: I have seen the future of healthcare. Parent comment

Re:Notes From the Field: I have seen the future of healthcare by mattchew on Sunday February 21, 2010 @02:59PM (#1141140)
Your experience is different than mine. I usually have an acceptable-to-good experience when I call a credit card company, which happens often enough. I have always gotten excellent phone service from my car insurance company (Progressive). YMMV I suppose.

A medical call center like the one described in the article doesn't need to be a cost center. I could easily see them being run as standalone companies.

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Re:Notes From the Field: I have seen the future of healthcare by tptacek on Sunday February 21, 2010 @05:09PM (#1141332)
You're right. I've gotten good results from Progressive. That's my one example.

The issue isn't so much that it's impossible to run a quality call center. It clearly isn't. The issue is that call center economics are rigged to favor operations that poorly serve customers.

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