CSAT improvement for a Healthcare Client



Client Brief:

OPurpose is health for all. This is a social business, providing high-quality healthcare services & health financing using innovative technology, accessible for all while empowering patients and families in closing the health care gap between the rich and poor, the rural and urban. Because everyone deserves good health.

The Challenges:

Being country’s one of the best health service providers, our client was facing lot of issues when it comes to customer experience. They had targeted all the segments where direct customer handling is involved and wanted to figure out what exactly gone wrong even after ensuring globally recognized best practices in their way of business. We, as their valuable partner, proactively jumped into the problem identification part and involved our core Quality Assurance team to get into the detailed of the problem.


The Solution:

  • Analyze process gaps and making clients understand the customer’s pain and requirement
  • Develop hourly tracking mechanism of CSAT
  • Identify agents’ issues through APCT analysis and take action instantly
  • Correlate Customer expectation with CSAT
  • Identify Potential Escalations and Proactive Service Recover TMT (Transaction Monitoring Tool) is used for case auditing
  • Maintain CSAT reports on hourly, daily, weekly, and monthly basis to track the performance


CSAT increased by more than 18% over period of 4 Months

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