April 30, 2024
The challenge
Our client was experiencing challenges in attrition and maintaining professional standards when needing to engage an outsourced CS Team in supporting their customers with their medical device products.
Our solution
We immediately undertook a period of consultative analysis that involved reviewing materials, meeting with operational stakeholders, and getting into the detail of performance data. Once our recommendations were made we clarified the overarching objective as: Delivering better outcomes for patients in the US market and beyond.
We began by segmenting contact types allowed us to measure across a fuller picture of metrics, and to highlight where design improvements could be made.
From there, The client engaged Davies to create a full and transformative onboarding redevelopment that prioritised patient experience and confidence building. As part of this we re-engineered learning materials to build realistic scenarios for customer interactions as well as bespoke simulations for the devices themselves to support end consumers as well as agents in working with their devices.
Our impact
Onboarding speed to competence reduced by half, from 5 weeks to 2.5 weeks, with a massive difference on Average Handling Time (AHT) for non-complaints calls reducing by 6 minutes on average to just under 12 minutes (from a starting point of over 18 minutes).
Furthermore, there was a substantial increase in quality score (internal QA) to 91.4% on average, up just shy of 14%.
