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Leading healthcare provider slashes callbacks in the service center
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Healthcare & Hospitals
Services
- Data Science Services
- System Integration
- Training
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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