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Industry Intelligence > Case Study
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When the manufacturer of a revolutionary insulin delivery device called on Telerx to answer inbound calls from diabetic patients and caregivers, the program was expected to be somewhat limited in scope.
Initially, a small team of customer service representatives was to provide step-by-step instructions on product usage and care as well as information about proper insulin storage. Within a very short time-frame, the Telerx team demonstrated its ability to do so much more.
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Making a Difference
Telerx's customer service representatives were compassionate and meticulous with each caller -- and, as a result, nurses were added to the team to provide additional patient support. Team members made a difference in the lives of newly diagnosed patients by placing outbound calls offering valuable information about diabetes, assistance with product usage, and tips about healthy eating, exercise, and communicating with physicians. As a result, patients were armed with the critical information they needed to control the disease... and a caring place to turn.
To further ensure call quality and data integrity:
- A data quality administrator responsible for conducting daily data integrity checks and adherence to protocol was added to the team.
- Serious cases are immediately brought to the attention of the internal product safety group.
- The CRM system helps flag and isolate serious cases using key words and productsubject combinations. As a back up, the program manager also sends a separate notification email.
Telerx's demonstrated commitment to quality and the performance of all team members earned the client's confidence. The resulting change to staffing guidelines resulted in greater flexibility in recruitment efforts, an increase in job satisfaction for the team -- and an overall reduction in labor costs.
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