A life sciences enterprise was looking to monitor and improve quality scores across their patient services call centers.
Authenticx in Action
The organization turned to Authenticx to track quality across all of its patient services call center vendors. Utilizing its platform and team of Insights Analysts, Authenticx identified and evaluated a statistically valid sample of patient calls each quarter in order to provide an unbiased third-party assessment of each vendor’s quality.
The enterprise was able to eliminate self-reporting bias and get an accurate and consistent measurement of agent performance across vendors. Since implementing Authenticx to monitor call center quality, all vendors have shown a consistent QoQ increase in overall quality. Overall quality increased from 93% in Q1 to 95.6% in Q4.