A life sciences enterprise was looking to monitor and increase quality scores across call center vendors, namely in their patient services. This would allow the enterprise to identify and track the performance of individual agents and call center-wide performance.
Authenticx in Action
The organization turned to Authenticx to track quality across all of its patient services call center vendors.
Utilizing the Authenticx platform and team of Insights Analysts, the enterprise identified and evaluated a statistically valid sample of patient calls each quarter in order to provide an unbiased assessment of each vendor’s quality.
Results
The enterprise was able to eliminate self-reporting bias and get an accurate, consistent measurement of agent performance across vendors.
Since implementing Authenticx to monitor call center quality, all vendors have shown a consistent quarter-over-quarter increase in overall quality, increasing from 93% in Q1 to 95.6% in Q4. The organization was also able to:
- Reduce compliance observations by 50%
- Increase the volume of calls monitored by 45%
- Refine compliance requirements across nearly 45 different service lines
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.
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