Case Study: Healthcare (Durable Medical Equipment)

Protecting Health and Loyalty with a Tenured Team Focused on Quality, Empathy, and Speed

Multichannel agents facilitate proper usage of medical equipment and repeat customers

Overview

In 2008, a large, leading medical equipment company selected HGS as a partner for B2C inbound customer service, refunds and returns, complaints handling, technical support, and soft sales.

Nearly 15 years later, the HGS team is still delivering high quality, empathetic, and confidential support through multiple channels!

By outsourcing, the client can remain focused on developing award-winning products in Asia while HGS cultivates consumer loyalty in North America.

96%Quality assurance rating
(over a target of 90%)

61%of agents
with more than 2 years of service

+80%First contact resolution (FCR) rate

64%NPS^©
A 50% NPS is often considered excellent

Client background

The client, an innovative, international manufacturer of personal and professional healthcare products, empowers people to care for their health at home with advanced technology.

Through their website and select retail outlets, the company sells and supports blood pressure monitors, body composition scales, electrotherapy units, mobile EKGs, health trackers, and stethoscopes, for example.

There are software components of many of their products, and much of the equipment needs to be assembled/connected before use.

Business challenges

Consumers, distributors/retailers, and medical professionals use the contact center and website. Working with time-limited medical professionals means HGS agents need to respond FAST!

All the incoming inquiries at this contact center are technical in nature, but none are more complex than the software-related inquiries. Consumers become frustrated when the technology doesn’t easily sync with their other devices. HGS agents have learned to navigate ever-changing device configuration requirements and to assist customers who often are not tech-savvy.

Many consumers are older with chronic illnesses, and many use multiple products daily. Due to this frequency of use, consumers need to replace or replenish products occasionally, and the client wants to ensure they choose their brand every time. Contact center quality and CSAT scores are critical measures of the likelihood of repeat customers.

Solution strategy

HGS provides the resources conducive for high quality customer service. Together with the client, HGS also made – and continues to make — technology enhancements to facilitate speed and scale. Today, the contact center solution includes the following.

Hybrid environment, with a PCI-DSS component

While the primary rationale for engaging HGS is not sales, occasionally the only obvious solution to a problem is to upgrade or purchase another piece of equipment. To contain costs and retain agents, the client has chosen to engage mostly work-at-home agents (~20 agents). However, to ensure PCI-DSS compliance for credit card processing, the client also requires a small number of agents (~6 agents) to work from a secure office space.

Web chat to reduce calls and costs

Most consumers attempt to find answers on the website before resorting to the contact center. The client therefore introduced a live web chat option to try to further prevent calls. HGS agents handle up to 4 chats simultaneously and alternate between calls, chats, and emails. This efficient approach provides flexibility for the client and customers – and was particularly useful during the pandemic, when volumes soared.

An interactive knowledgebase

HGS built and now maintains an internal knowledgebase that ensures accurate, fast resolution for customer issues. Designed for agent and client use, this online resource provides carefully worded instructions and robust search features.

Engaged, long-tenured agents

Many of the agents (61%) have been dedicated to this client for 2+ years! Because the program is small, team leaders can arrange a weekly meeting for the entire group — for training, product and process updates, problem solving and brainstorming, story sharing, and incentive contests.

Agents respectful of privacy

Many of the client’s customers are working to treat and recover from illness. Agents must take detailed case notes and record calls, but they are careful not to capture any personal health information. While remaining friendly and approachable, agents specifically avoid pursuing lines of conversation that result in customers sharing confidential medical details.

Tactful customer service

Like in many contact centers, agents are sometimes surprised at the incoming inquiries! Consumers often misuse and stretch product limits. It’s not uncommon to receive inquiries about using the equipment inappropriately, including with pets. Agents encourage consumers to use products as intended.

Results

The client views actively guides and monitors the operations, provides staff incentives, and views HGS’s operations as a true extension of their business, all leading to remarkable, quantifiable results.

64% NPS rating

Continuously improving customer satisfaction (CSAT)

Agents LOVE helping consumers, see the value in the products, and work well together, and that enthusiasm shows in the CSAT and NPS results. HGS regularly achieves an impressive 64% NPS rating.

+80% first contact resolution rate

Improving average speed of answer and first call resolution rates

HGS minimizes transfers/escalations, time on hold, and average handle time. As of June 2023, results include an +80% FCR rate, an average speed of answer of 20-30 seconds, and a steady 11-minute AHT, even when troubleshooting.

#1ranking for medical devices

Loyalty and quality that drive revenue

The client has frequently achieved Consumer Reports #1 status in certain medical device categories (e.g., for blood pressure monitors). Brand recognition and financials are buoyed as a result of the loyalty that HGS agents nurture.

26committed agents

Unparalleled product knowledge

The HGS contact center model attracts committed agents who revel in the hours of operation, job diversity, and autonomy. A few agents have served on the account since launch, and the client occasionally asks for history and guidance that cannot be found in-house.