Our client is a leading medical organisation focused on patient recruitment for clinical drug trials in the UK.
They approached Firstsource to help understand the reasons why patients were contacting them and the different types of patients responsible for negative service issues. The client required support to identify opportunity areas within the customer service environment which could improve customer experience, increase the appointment rate and reduce the cost-to-serve.
Our First Customer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviours across an omni-channel environment. Through FCI, we can bring structure to customer interactions and combine them with existing structured data to arrive at actionable insights. These are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voice customer service channels.
We identified the loopholes in the letter that was sent to customers. We gathered that the letter lacked relevant information about clinical trials, and adding the required information in the letter would reduce the number of customers calling and keep them well-informed about clinical trials.
We also identified and suggested opportunities to improve their existing web chat and website to increase patient experience and compliance improvement.
Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.