Medical monitoring device support company that connects in-home patients experiencing health issues with the support they need in real time.
- To save money and reduce error rates.
- High error rate. CSRs must decide the right person to connect with the in-home patient. Errors are costly; especially if an emergency ambulance dispatch later proved to be unnecessary.
- High cost to client.
- Low CSAT.
- Analyzed recordings of all calls where an error occurred to determine the root causes for the errors.
- Developed Pareto database of most common errors and causes.
- Trained all agents on those errors.
- Course correction coaching for Agents who committed the errors.
- Significant reduction in error rate.
- Major cost savings for client in unnecessary ambulance costs.
- Higher CSAT.