fbpx

Improve Call Center Quality and Reduce Compliance Risk with Authenticx

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.

Results

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

Ready to monitor quality and compliance across all customer interactions?

call center quality and compliance
Get the latest customer insights content delivered straight to your inbox
  • This field is for validation purposes and should be left unchanged.
Copy link
Powered by Social Snap