Delight More, Collect More
The call centers for a large national healthcare group were struggling to meet customer service and business goals. Despite investing in new telephony technology, they were still challenged by high abandon rates and low collections. Hunter Health Partners was asked to provide advisory services and lead select initiatives aimed at improving operational efficiency and financial success. Results include an 20% increase in calls handled, 25% reduction in abandoned calls, and 19% increase in agent productivity.
Hunter Health Partners used their data-driven methodology to:
Evaluate the client’s current technology and identify opportunities to get more value through automated phone trees, new channels such as web chat and text, and a tech-enabled quality program. New technology recommendations were provided to bolster capabilities in training and knowledge management to support customer service goals.
Analyze the client’s organization with staffing and redesign the allocation and workflow, right-shoring non-customer facing roles, and enabling a remote workforce. The new design improved service levels and productivity, provided business continuity during Covid, and freed up resources to support new service lines. To support the organization in the future, HHP developed a staffing model for projecting staffing needs and budgeting costs.
Assess team member preparedness and culture and implement key training, quality, and incentive programs. HHP rewrote the training manuals, developed a rigorous 8-point quality scorecard, and created a new incentive program that rewards individual and team performance for quality and productivity.
Review operational oversight and establish KPIs with targets for customer service and collection goals. HHP built reporting and dashboards to provide visibility into performance and enable leadership accountability. Some examples include: a Patient Satisfaction Scorecard to monitor patient sentiments, escalations, and quality, a daily leaders report to closely monitor touchpoints, service levels, and collection success, YoY Call Center operations to trend staffing and productivity, and client performance reporting so our client could have a better conversation with their clients.