Improving Call Center Efficiencies
A pharmaceutical company was looking to reduce number of repeat calls from customers on the same issue throughout their call center, and improve customer satisfaction.
Big Village integrated data & created a unique identifier:
- 100,000 client quarterly customer call center data
- 30,000 quarterly Big Village Transaction NPS
Big Village determined that customers’ order fulfillment and delivery schedule were significantly below par. This correlated to customers being extremely dissatisfied & frustrated, having to call the call center numerous times before there was resolution.
Big Village helped implement the following action items:
Expectation was to have issues dealt with straight away & incentivize customer with promotions to deal with dissatisfaction.
Determine root causes how to deal with order fulfillment & change of DO.
Added incentive for client staff for 1st time right delivery.
The Outcome
30%
reduction in the number of contacts
$5M
annual cost savings