Outcomes

By integrating Brightmetrics, the contact center gained access to detailed and actionable insights, empowering its team to achieve remarkable results in just six months:

  • Call abandonment rates dropped from 30% to 1%.
  • Adherence improved from 60% to 85%.
  • Patient satisfaction rose from 84% to 97%, even with agents managing up to nine calls simultaneously.
  • Over 80% of incoming calls were answered within 60 seconds or less.

Challenge

This non-profit healthcare provider serves a diverse population across multiple metropolitan areas. Its contact center manages calls in Arabic, English, Spanish, Vietnamese, and Tagalog. Agents are multilingual and must communicate clearly, navigate complex medical terminology, and adhere to regulatory standards while maintaining exceptional call quality and patient satisfaction.

The organization’s new Genesys telephone system improved functionality but lacked the granular analytics and flexibility needed to meet the Call Center Manager’s goals. For example, the Genesys platform provided only aggregate scores for the 20-question quality assurance (QA) survey, preventing deeper analysis of specific responses. Generating tailored, actionable reports to optimize agent performance and enhance patient satisfaction remained a significant challenge, underscoring the need for a more robust reporting solution.

 

Solution

Brightmetrics provided the detailed reporting and analytics capabilities the Genesys system lacked, enabling the Call Center Manager to generate actionable insights that improved performance without placing additional pressure on agents. Reports and dashboards created with Brightmetrics are already being shared with team leaders and supervisors across the main call center and satellite offices. By utilizing real-time dashboards and historical data analysis, leadership can monitor key metrics and identify trends to drive data-informed decisions that enhance agent performance and patient satisfaction.

The organization has also begun rolling out plans to selectively share performance metrics with agents, fostering a culture of continuous improvement while maintaining a focus on quality care. Additionally, the team is working with Brightmetrics to explore ways to expand its impact. One option is to leverage the Real-Time add-ons to integrate live updates into reporting, further empowering teams and improving operational efficiency.

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