Each of our customer service representatives ("CSR") calls are recorded, and recordings are randomly audited by our strategic partner, BPA Quality, a global provider of quality call audits in twenty-six languages, to provide objective measurement and feedback. This ensures our CSRs are exemplifying our Patient Focused approach at every single touch point. Leveraging this sensitive and respectful approach in their communication with patients, we have seen quality scores improve nearly 23% over the past year. Additionally, we employ comprehensive call quality measurements used in high-end service industries, including:
Acknowledges patients request and shows concern
Verifies patient information
Demonstrates a positive attitude and tone
Uses proper telephone etiquette
Takes ownership of issue
Identifies reason for call / issue to be addressed
Focuses on resolution
Summarizes current situation
Summarizes gains agreement
Closes the call politely
All monitoring scores and associated recordings can be accessed real-time on a web-based system. Via this same system, management can generate reports and monitor CSRs performance, and each CSR can review their own scores and audit comments.
We, at Optimum Outcomes, Inc. believe that continual dialogue with our clients and custom-tailored reporting produces measurable improvements in efficiency, quality and customer satisfaction. We customize "scorecards" for each of our clients to ensure that we understand the client's goals and have defined success objectively. And to ensure our performance always exceeds expectations, we welcome our clients to visit our operations regularly, monitor account activity and provide feedback.