Case study: Healthcare
The solution
Quality audits
Our pilot team provided an additional four internal quality audits to identify/address potential complaints to Medicare (Critical to Medicare) CTM.
Leverage speech analytics
The team also leveraged speech analytics for internal audits with targeting to call drivers and interactions and identification of issues misquotes. The objective of these analytics was to build categories to filter call drivers behavior for potential CTM and GAD (Grievance, Appeals, and Determination).
Create business intelligence (BI) dashboards
Additionally, we created BI dashboards to help the team course-correct where required. Team members use the dashboards to mine and address call drivers, conduct needs analysis, and support operations with specific agent calls to target for coaching and development of call handling skills. These activities drive an improved member experience while better informing conversations with the client in relation to call types and issues and provide value-added insights so the client can see trends in call types and identify issues across member base.
Results
In the first year of partnership with this client, we achieved a significant enhancement in NPS® performance.
30 days This improvement started immediately – in the first 30 days post production.
80 NPS® The team has achieved an 80 NPS® score for the client’s Medicare member base—significantly beating industry standard of 27.
30%
NPS improvement Sagility enhanced this client’s NPS by 30%.