- Healthcare
- Sales
- Quality control
- Analytics
Contact centre quality control for a medical network
Communication scripts, call scoring and regular manager calibration as a working quality standard
The task
Improve contact centre efficiency and the quality of managers’ work
Communication scripts are combined with a call scoring system and regular manager calibration. Training draws on the analysis of communications, and service quality standards are described separately. Sales standards and system. Call quality scoring criteria.
What we delivered
A full cycle of communication scripts
A call scoring system
Regular manager calibration
Training built on the analysis of real conversations
Service quality control standards
Technologies and tools
Analytics
- Call scoring systemMeasurable contact centre communication quality
Methods and standards
- Communication scriptsA full cycle of patient conversation scenarios
- Manager calibrationRegular alignment of scores and standards
- Quality control standardsConsistent service requirements