Call Driver & Compliance Study

Case STudyMed Life

Project Background

  • Members (customers) dial in to locate the best network hospital, for receiving diagnosis for their particular type of illness or situation, based on the information collected over the phone, Advisors (agents) try to recommend the best rated doctors or physicians available nearby
  • Identify primary call drivers
  • Observe if Agents are reading the Medical Disclaimer appropriately; “Any medical information shared by us is merely information – not an actual advice. If you seek medical advice, you must consult a doctor or other appropriate medical professional”
  • Capture the VOC or any complaints they might have with the services being offered
  • Automate the identified call drivers and compliance script through speech, so operations team can begin observing the trends, and initiate the coaching plans accordingly

Strategy & Methodology

  • Utilize the “Location Query”, extract calls wherein Agents are providing recommendations for highest rated doctors and physicians in nearby locations to the Customer
  • Sample Size – 400 Calls
  • Direction – Inbound
  • Language – English
  • LOB – Med-life Support
  • Site – Manila
  • Duration for Call Analysis – >4 mins
  • Interaction Type – Calls/ Audio
  • Call Volume (Ent. Level) – 35,928
  • ACD at Enterprise Level – 00:05:42
  • Avg. Non Talk-Time at Enterprise Level – 00:01:15

Key Insights

  • 11% of Interactions (3,952), Agents did not offer further assistance regarding the booking service to the customer, which brings to a revenue loss of $105k/ month or around $1.2M, based on the current commission rate of $26 per booking
  • 3% of Interactions (1,078), Agents did not read the “Medical Disclaimer” to the customer
  • 39% of Interactions (14,012), Agents read a modified or custom script for the “Medical Disclaimer”, which did not convey the accurate messaging to the customer
  • 7% of Interactions (2,515), Agents missed on providing the “Booking ID” to the customer, possibly presuming that it will be emailed to them, on the contrary 5% interactions (1,796) in general, also missed on gathering the email address over the call

85% of Interactions, where Agents provided incorrect/ incomplete disclaimer, have used terms like “be mindful that its not official advice”, “please know that you would need proper medical assistance” or “the stuff I am about to share” etc.

92% of the Interactions, wherein Agents did not provide the Disclaimer, also did not ask for a booking time slot or the preferred date information.

Critical Observations – Enterprise Level

1. 3% of Interactions (1,078), Agents did not read the “Medical Disclaimer” to the customer

2. 39% of Interactions (14,012), Agents read a modified or custom script for the “Medical Disclaimer”, which did not convey the accurate messaging to the customer

3. 11% of Interactions (3,952), Agents did not offer further assistance regarding the booking to the customer, which brings to a revenue loss of $105k/ month or around $1.2M, based on the current commission rate of $26 per booking

4. 7% of Interactions (2,515), Agents missed on providing the “Booking ID” to the customer, possibly presuming that it will be emailed to them, on the contrary 5% interactions (1,796) in general, also missed on gathering the email address over the call