A long-standing RDI partner in the healthcare industry experienced decreased customer satisfaction (CSAT), primarily caused by lower than expected first call resolution (FCR) scores. As call volume increased due to repeat calls, customers became frustrated with lingering issues, long wait times, and substandard service
The company’s objective was to better understand the drivers behind customers’ repeat calls, isolate the root issues (whether internal to the client or external with RDI), and re-establish FCR and CSAT scores. They came to RDI hoping to implement practical solutions as efficiently as possible
