An insurance services organization wanted a way to track and increase their overall member services call quality score and monitor customer calls. They leveraged the Authenticx Quality Solution to monitor and track agent quality.
Authenticx in Action
The company started using Authenticx to monitor customer calls monthly. Each month, they drilled into quality skill insights at the agent level to see how they impacted overall performance. Authenticx’s in-house team of analysts also provided monthly call montages that highlighted agent strengths and training opportunities.
Results
Since diving into agent quality scoring, the organization monitored quality skills and began to take action on their findings. For over three years—from 2018 to 2020—they experienced year-over-year improvement in overall quality. Since starting with Authenticx, their quality score has increased by over 30%—from 62% to 95%.
They continue to monitor monthly for new areas of improvement, giving them more access to business intelligence applications.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!
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