Case Study

Optimizing Contact Center Efficiency Increases Revenue

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In today’s ever-changing healthcare and medical device industry, organizations are faced with numerous classification, process and documentation challenges. Over the course of mergers and acquisitions and the adoption of new systems and applications, the customer service and sales support agent desktop became overly complex and difficult for employees to interact with the customer. The largest challenge existed within the billing and sales support facility where agents were bogged down with thousands of response codes related to customer contracts, and spent excessive amounts of time trying to locate accurate billing code information to deliver accurate responses to the customer.


Business Goals

  • Maximize agent login time and efficiency
  • Reduce complexity of order entry and management in disparate systems
  • Increase agent productivity and reduce AHT

Results

  • 15% agent productivity improvement
  • 10% revenue gains
  • 11% AHT (Average Handle Time) improvement

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