Case Studies Leading healthcare provider slashes callbacks in the service center

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	Leading healthcare provider slashes callbacks in the service center

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	Mattersight Behavioral Analytics has been significantly and enthusiastically adopted across this client’s Consumer Services center.
Impact #2	There are approximately 10,000 different user logins, and those users spend about 50,000 hours each month reviewing calls and providing coaching.
Impact #3	More than 35,000 individual callback rate-focused coaching sessions have been conducted utilizing the linked call functionality in the Mattersight desktop portal.

Impact #1

Mattersight Behavioral Analytics has been significantly and enthusiastically adopted across this client’s Consumer Services center.

Impact #2

There are approximately 10,000 different user logins, and those users spend about 50,000 hours each month reviewing calls and providing coaching.

Impact #3

More than 35,000 individual callback rate-focused coaching sessions have been conducted utilizing the linked call functionality in the Mattersight desktop portal.

Benefit #1	45% Reduction in callbacks
Benefit #2	One Million + Calls removed from the call center

Benefit #1

45% Reduction in callbacks

Benefit #2

One Million + Calls removed from the call center

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Overview

Leading healthcare provider slashes callbacks in the service center

Operational Impact

Quantitative Benefit