How do your customers score your service? We help healthcare companies achieve operational and customer satisfaction objectives while maintaining compliance. Our innovative services and technologies gather consumer intelligence and optimize customer management. This shifts your medical communications department from a cost center to a strategic advantage.
At Convergys, we collect, analyze and transform customer intelligence into answers and action plans that differentiate your operations. This process allows you to manage and resolve complex product inquires, while carefully and empathetically attending to the special needs of your customers.
Benefits
We help healthcare organizations like yours to:
- Recruit and train the right agents
- Demonstrate value with business intelligence and ROI metrics
- Drive customer satisfaction by contacting consumers to enhance wellness
- Effectively manage adverse events and product quality issues
- Adapt to the increasingly restrictive environment
Our portfolio of solutions includes:
Moving Beyond Enrollment. With Medicare Part D, Retention Drives the Bottom Line
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Our Portfolio of Solutions Includes
Effective training is essential for your agents interacting with customers over personal health issues. Our training techniques include a focused curriculum using performance-based learning that requires agents to practice skills rather than simply read about them. Moreover, our training is measured and managed for improvement and compassion.
We provide you with proprietary, Point-of-Service-Evaluation and voice of the customer techniques to poll. This helps you to uncover, understand and improve the specific aspects of your customer experience that build loyalty.
For one of our leading medical device manufacturer clients, we swiftly built and trained a team to answer calls about complex monitoring products. As the program evolved, we maintained its focus on providing the highest quality of service, while also introducing efficiencies to contain costs. This strategy saves our client over $500,000 annually.
