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Entrepreneurial culture attracts top talent
- We have a knack for drawing in HCPs who are craving the ability to impact patients’ lives. And we grow leaders internally. This combo draws talent that makes a difference.
Virtual hypercare boosts agent confidence
- We empowered agents with cheat sheets, virtual team chats, role play, and online support to make sure they were ready for anything that would come their way.
Experienced agents improve resolution
- With an emphasis on injecting PharmDs and experienced call center agents into the frontline, we were able to transform first call resolution and lower abandon rates.
Human-centered interactions improve quality
- We transformed interactions from one-way scripts to an interactive, digitally-powered approach that anticipates real-world scenarios and provides efficient workflows for better resolution.
Training model shortens learning curve
- Our training model synthesized call volume across a complex landscape of therapeutic areas and drugs to shorten the learning curve and maximize coverage.
Remote operations is part of our DNA
- While COVID-19 forced many into remote operations, we chose this more than a decade ago as an incentive for great performance. We are pros in delivering virtual contact centers that deliver.
Improved the abandon rate to 2% (down 6% in just one quarter)
Increased the CSAT 14%
CSAT is holding steady at 97%!