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Innovative Learning & Development Strategies for Enhancing Telehealth Patient Registration and Support

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second average hold time driving CSAT
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Challenge

The client, a leading telehealth provider, faced significant challenges in managing the registration of new members applying for complex telehealth services over the phone. This process required handling personal and sensitive information with the utmost care, alongside providing technical assistance for login issues, profile management, and mobile app troubleshooting. The scope of service also included processing requests for physician consultations and managing callbacks for both clients and patients. With the growing demand for telehealth services, the client needed a solution that ensured high-quality, efficient, and secure support.

Solution

To address these challenges, Arise® sourced Service Partners with specialized expertise in telehealth and customer service. A compressed curriculum was identified and Arise implemented a robust certification program that emphasized rapid-fire problem-solving skills. To further enhance support quality, a post-certification “Super Support” plan was introduced. This plan closed knowledge gaps, provided near real-time feedback to new Service Partners, and incentivized quicker proficiency in reducing average handle time (AHT). These innovative strategies not only met the immediate needs but also set a new standard for telehealth support excellence.

Results

The results of these initiatives were remarkable. In 2023, the average hold time was reduced to just 12 seconds, significantly boosting customer satisfaction (CSAT). Quality scores exceeded 90%, while the average speed of answer (ASA) was less than 1 second, demonstrating the efficiency of the support provided. The average handle time (AHT) was optimized to 425 seconds, with call monitoring scores averaging 92%. Cost per call was maintained at an impressive $2.28, all while handling an impressive 952,168 contacts throughout the year. These outcomes not only reflect the success of the program but also highlight the effectiveness of the learning and development strategies employed.

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