Stay ahead with happy customers: Firstsource delivers 10% increase in patient experience scores for major UK healthcare organisation Case study Background Our client is a leading medical organisation focused on patient recruitment for clinical drug trials in the UK. They approached Firstsource to help understand the reasons why patients were contacting them and the different types of patients responsible for negative service issues. The client required support to identify opportunity areas within the customer service environment which could improve customer experience, increase the appointment rate and reduce the cost-to-serve. 1Business challenge ? Patients failed in questionnaires or refused study over a call; this was due to lack of information within the questionnaire or due to lack of

Join for free to read