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Content Library > Case Studies > Case Study Improving FCR & CSAT Rate

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Case Study Improving FCR & CSAT Rate

Case Study Improving FCR & CSAT Rate

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

By RDI ConnectPublished On: March 13, 2024

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Case Study Improving FCR & CSAT RateRDI Connect2024-03-13T07:12:37+00:00

RDI-CaseStudy-FCRCSAT-8,5×11

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

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RDI Connect

RDI is committed to elevating your customer experience using 45 years of know-how to deliver value-driven results for multiple industries, including leading Fortune 500 companies. RDI specializes in full-service BPO solutions, including contact center support and data analytics, and managed IT & helpdesk services delivered by our 3,500+ brand enthusiasts. We prioritize collaborative partnerships that center on industry innovation and contribute directly to our partner's ROI.

Bottom line: RDI can help improve your efficiency and increase your ROI. Our expertise and resources can streamline your business processes, and we can also cover all the tasks you dread, like filing, data entry, and handling your inbound or outbound call volume. Our 45 years of experience means we can partner with you and assist on more complex tasks, like project management and strategic planning, freeing up your internal resources.

We stay up-to-date on the latest trends and technologies so you don't have to, and we'll always be here to provide the most current advice and best practices catered to your growth plans.

Outsourcing with RDI is like having a safety net: if something goes wrong (like something always does), we'll help you get back on track.