CASE STUDY
Scalable and responsive multichannel solutions via integrated Customer Engagement Center
The challenge
Our client’s existing teams were inefficient and decentralized. They were not performing optimally due to their structure and inconsistent processes and training. Efficiency was a key area of opportunity.
The client managed four teams across therapeutic and service areas, in which each team was specialized, with limited cross-training:
- Medical Information
- Business Services
- Direct to Consumer
- Patient Support and Adherence
With four contact centers’ programs in motion, the caller experience often included transfers and long hold times to get the information they required. Procedurally, the separation resulted in disjointed data sets as each team would open and close a new case when a call transfer occurred.
Our approach
We hired high-performing representatives to deliver improved customer service and quality levels. We implemented strategies to create synergies and streamline headcount, while maintaining the same levels of productivity and delivering an efficient and customer-focused service:
- The four contact center solutions were merged into a single program with a centralized governance structure.
- Representatives were cross-trained to move to a generalist model. We scaled a Patient Support team for expansion of services and supported products.
Our customer engagement model provides fluid interaction which integrates with the CRM to enable a single view of the customer journey.
Our approach
We hired high-performing representatives to deliver improved customer service and quality levels. We implemented strategies to create synergies and streamline headcount, while maintaining the same levels of productivity and delivering an efficient and customer-focused service:
- The four contact center solutions were merged into a single program with a centralized governance structure.
- Representatives were cross-trained to move to a generalist model. We scaled a Patient Support team for expansion of services and supported products.
Our customer engagement model provides fluid interaction which integrates with the CRM to enable a single view of the customer journey.
The outcome
Our new structure, team sizes, reporting lines, leadership and cross-training approach transformed service delivery:
- Higher service levels, 80/20
- Higher average Quality scores, ≥97.5%
- Higher average Customer Satisfaction scores, ≥4.5/5.0
- Lower abandonment rates ≤2% (goal is 5%)
Caller stated we are kind, thoughtful and informative. She was very grateful for the service.
Reported customer feedback
At the end of the call, the patient stated, ‘You’ve been a lot of help! You really gave me a lot of good tips.
Reported customer feedback
I cannot thank [client] enough for all the help you guys have given to my wife, a million thanks.”
Customer quote