Contact Center In 30 Days

Estimated reading time: Less than a minute

The Challenge

Due to circumstances out of their control, the pharma and healthcare company required a very aggressive implementation schedule. The quality of customer service required to support clinical trials was a high priority.

Here’s why they selected Alphanumeric… track record of delivering high-quality help desks featuring automation and streamlined systems and data integration, a top-notch training platform to ensure desk agents could handle the critical nature and volume of requests, and operational know-how.

Close collaboration with the customer to understand mission-critical business functions and tailor 24×7 service desk and training solution

Helped ensure accuracy, speed, and seamless transition for end users

High performance help desk technologies and services

Desk agents could effectively respond to issues

State-of-the-art Interactive Voice Response (IVR) and incident tracking and best practices for effectively handling Level 1 and Level 2 escalation

Ensured highest quality customer service

Personalized, interactive learning services platform features 200 “mock” calls, so analysts supporting clinical trials learn how best to handle a variety of calls

Encouraged rapid e-learning and continuous improvement.

The Results

Customer service improvements with no downtime, minimal call wait times and more than 60% first-time call resolution
Level 1 clinical application service desk performed so well the customer expanded the contract to include Level 2 calls and a sales support service desk

Positive customer satisfaction rating from greater than 90% of respondents

Service desk analysts stay current on critical topics and applications using the Alphanumeric training platform