Delivered £250k annualised savings
Improved customer retention
Davies was engaged to help one of the UK’s largest healthcare providers to improve their Customer Experience and Quality Monitoring processes by making significant changes and automating their existing quality framework.
We set about improving CX and Quality Monitoring processes through thorough research, which showed us that one of the drivers of the poor customer experience came down to measuring the wrong things within their quality framework for their call centre interactions with too much reliance on compliance and not enough focus on CX.
Our recommendations focused on automating compliance steps in the quality framework with up to 80% of the current items to be scored automatically by the system and changing their scorecards to include CX measures then automate the measurement and reporting.
Based on our recommendation to build in CX measures as well as compliance into the quality framework, the following components were added:
The ROI was significant. Automation delivered £250k pa in headcount savings and customer retention will provide a significant contribution to the company’s bottom line.