Diabetes information call centre

We improved the customer experience of a diabetes product’s information line by delivering iterative, measureable improvements to the call centre, and recommendations on how to integrate other customer touch-points.

Client challenges

  • Call centre, order fulfilment, website and sales force were not integrated 
  • Call centre was outsourced to a third party and was not offering optimal customer care
  • No measurement framework in place to track performance over time
  • Patient and HCP customer experience was variable and inconsistent.

Our approach

Measurement framework

We devised and implemented a measurement framework to track qualitative and quantitative data and performance over time.

Monitoring and evaluation

We performed 6 waves of monitoring using real patients and HCPs to test call centre.

Customer experience recommendations

We implemented a regular and actionable traffic light system to highlight good practice, issues to be addressed and areas for investigation.