A top-ten life sciences company was looking to reduce compliance observations and improve quality scores across all of their patient services call centers.
Authenticx in Action
The company started using Authenticx to evaluate and monitor compliance and quality across all customer interactions.
Evaluations occurred within Authenticx, which streamlined the monitoring function. It became easier to flag high-risk events, escalate critical errors, and get immediate context so they could understand what was driving risk.
Quarterly analysis of quality across call center vendors provided an unbiased third-party quality assessment of each vendor.
Over the course of a year, the organization was able to:
- Reduce compliance observations by 50%
- Increase the volume of calls monitored by 45%
- Refine compliance requirements across nearly 45 different service lines
- Improve quality scores QoQ across all patient services call centers
- Increase overall quality from 93% in Q1 to 95.6% in Q4