Boosting agent productivity to lift the bottom line in healthcare

FYidoctors, a Canada and US-based eye care provider, recently took steps to overhaul the customer experience and reimagine its approach to customer support.

To facilitate this, the business sought out a partnership with Twilio and Blacc Spot Media to work on the development of a cloud-based contact center solution with omnichannel capabilities.

The goal was an integrated ‘single-pane-of-glass experience’ that allows universal access to existing tools, workflows and third-party services. This was complicated slightly by the fact that one FYidoctors contact center supports two teams, the customer service and help desk teams. The integrated solution seamlessly delivers the necessary resources to agents based on their specific workflows and routing requirements.

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The results of the new system were significant, with FYidoctors reporting a 23 percent reduction in first call resolution, a 13-point net promoter score increase and a 29 percent drop in average call length. What this boils down to is that agents were saving time and being more productive, allowing them to spend more time delivering quality experiences where it matters.

Patrick Graham, director of service center at FYidoctors, says: “While the flexibility and robustness of Twilio has transformed our service center and how we support our clinics and patients, perhaps the greatest benefit has been the strong relationship and support we’ve received from both Twilio and Blacc Spot Media along this journey.”

As a result of this incredibly successful initiative, FYidoctors now has the capacity to support almost 15 percent more clinic locations which will have obvious impacts on the bottom line.

Has your business taken any steps to boost agent productivity? Let us know in the comments below.