实例探究 > Leading healthcare provider slashes callbacks in the service center

Leading healthcare provider slashes callbacks in the service center

公司规模
1,000+
地区
  • America
国家
  • United States
产品
  • Mattersight Behavioral Analytics
  • Mattersight Linked Call functionality
  • Mattersight Root Cause functionality
  • Mattersight Business Monitoring
技术栈
  • Secure Cloud-Based Analytics
  • SaaS Delivery
实施规模
  • Enterprise-wide Deployment
影响指标
  • Cost Savings
  • Customer Satisfaction
  • Productivity Improvements
技术
  • 分析与建模 - 预测分析
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 数据可视化
适用行业
  • 医疗保健和医院
服务
  • 数据科学服务
  • 系统集成
  • 培训
关于客户
The customer is a top 5 U.S. healthcare provider with over 100,000 employees and more than 50 million members across the U.S. and worldwide. This healthcare provider is a significant player in the industry, offering a wide range of medical services and health plans to its members. The organization operates a large-scale service center to handle member inquiries and issues, aiming to provide efficient and effective customer service. Given the size and scope of their operations, they face unique challenges in maintaining high levels of customer satisfaction and operational efficiency. Their commitment to improving First Call Resolution (FCR) and reducing customer effort in service interactions led them to seek advanced solutions to enhance their service center performance.
挑战
When a customer contacts a service line with a problem, they want it solved as quickly and painlessly as possible. If it takes more than one call to achieve that resolution, the frustration that customer is already likely feeling can escalate quickly and dramatically. Call center managers are highly motivated to meet customers’ desire for a one-and-done call experience. For them, the pain of a callback is particularly acute. Callbacks are a significant driver of customer churn, increased costs and ultimately, lost revenue—which is why First Call Resolution (FCR) is a metric that businesses monitor, measure and strive to improve. A top U.S. healthcare provider had FCR in their sights when they set out to reduce causes of member effort in their service center interactions. But the size and scope of their service operation made providing consistently efficient call resolution as challenging as it was imperative. They needed a streamlined and scalable way to give their members a faster, easier, better experience. To find it, they turned to Mattersight.
解决方案
The client was already using Mattersight Behavioral Analytics in their Consumer Services center. To address their new priorities, they shifted the focus of the solution and expanded the scope of the deployment. This refocused solution provided the client with a seamless model that targeted the improvement needs of each individual agent. Within the custom environment Mattersight created, Linked Call functionality automatically linked calls to callbacks, providing a start-to-finish picture of a member’s call experience. Root Cause functionality identified the true source of callbacks on over 25,000 calls. A Callback Rate Measure helped to “bonus” performance. And Mattersight’s Business Monitoring and Customer Success teams provided advanced reporting and business intelligence. The insights created from this analysis were delivered to managers and supervisors through an intuitive desktop portal that enabled them to gain a deep and dynamic understanding of each agent’s strengths, challenges and best coaching opportunities, as they related specifically to the issue of callbacks.
运营影响
  • Mattersight Behavioral Analytics has been significantly and enthusiastically adopted across this client’s Consumer Services center.
  • There are approximately 10,000 different user logins, and those users spend about 50,000 hours each month reviewing calls and providing coaching.
  • More than 35,000 individual callback rate-focused coaching sessions have been conducted utilizing the linked call functionality in the Mattersight desktop portal.
  • These sessions have driven remarkable improvements in the client’s target metric.
  • By equipping agents with a greater understanding of why callbacks were happening, and helping them improve their ability to manage and eliminate those causes, the client slashed the callback rate by 45% over a three-year period—a total of more than 1,000,000 calls removed from the call center.
数量效益
  • 45% Reduction in callbacks
  • One Million + Calls removed from the call center

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