Transforming Customer Interactions into Opportunities for Business Improvement
Health Care Case Study
Company Overview:
This health care organization is a leading provider of prescriptions in the United States, filling over one billion annually. Prestigious independent consumer satisfaction surveys routinely recognize this company for exemplary customer care. Consumers are served via stores, pharmacy benefit management, mail order, online and specialty pharmacy operations and a retail-based health clinic subsidiary.
Purpose:
A true innovator in the delivery of health care services, the client’s goal is to extract actionable data and relevant business insights from its customer interaction processes and technologies in order to further improve the customer care experience.
Business Objectives:
- Proactively identify dissatisfied customers.
- Provide company leadership root causes analysis of service and consumer satisfaction issues.
- Use root cause data to re-engineer key customer-facing processes.
- Develop activity based costing for contact center activities.
- Improve coaching and training procedures to improve agent productivity.
The Solution:
- Deployed the Behavioral Analytics™ Service to over 3,000 CSRs and 500 executives in 11 major customer care centers,
- Adopted the Business Monitoring Service to drive business benefits and a continuous improvement process.
The Process:
- Implemented the Behavioral Analytics™ Service in 11 major customer care centers, supporting over 3,000 agents and 500 executives, managers and supervisors.
- Modified processes to leverage the Behavioral Analytics™ Service as the core technology supporting internal quality initiatives.
- Integrated the Behavioral Analytics™ Service with human resources data to understand dynamics and assist with hiring and coaching of agents.
Results:
- Presented to leadership near real-time results of calls driving customer dissatisfaction.
- Enabled root-cause analysis of most significant customer dissatisfiers to drive effective process re-engineering.
- Built an activity-based-costing-model that accounts for every second of every analyzed interaction.
- Enabled agent coaching/training to more effectively respond to various customer behaviors.
- Simplified multiple call recording technologies into one managed solution.