Case study: Healthcare
Identify potential CTMs
We designed a recognition mechanism to identify potential CTMs, dissatisfaction, and repeat calls. We made service recovery calls to identify interactions that were recognized as potential CTMs and to reduce cases.
Leverage speech analytics
We leveraged speech analytics and built lexicon libraries and queries that recognize the CTM triggers. We layered these with the top call drivers to create a target sampling plan.
Improve the team
Agent monitoring and coaching ensured further success in reducing dissatisfaction.
In line with advocating CMS Star Ratings, our customized service quality plan supported the identification of potential CTM and grievance, appeals, and determination (GAD) cases through targeted quality audits. Pre-to post-implementation, our wins for the client included:
0 CTM zeroed-out CTM identified after Service Recovery actions (observed after 30-60 days, post-implementation)
8%reduction in repeat calls and dissatisfied customers