Call Centers
Customers expect instant, excellent service by phone, email, chat and text, and social media magnifies every bad experience. For a pharmaceutical call center serving patients with chronic illness, Moran raised patient caller satisfaction from 70% to 92%.
Let’s Talk About Your Challengeoverall patient caller satisfaction at a pharmaceutical company’s call center.
What the call center was facing
A mix of pharmacists and specialists, many newly hired, served patients calling about side effects, billing and reimbursement.
What Moran did
Service Essentials™ for Everyone
Customer service training for all staff.
Service Essentials™ for Leaders
Training for all leaders on service excellence, feedback, measurement and recognition.
Mini-module reinforcement
Just-in-time materials managers deliver in regular meetings to reinforce standards.
Customized empathy training
Teaching employees to show understanding and compassion by phone through tone of voice and word choice.
What changed
How Moran helps call centers
We understand your industry.
We know how hard it is to hire and keep representatives who buy into your culture, manage remote teams and work around old technology and unreliable data.
We offer customized solutions.
Service Essentials™ TEC (telephone, email and chat) builds excellence across every channel, including text and instant messaging, and we make sure call processes and technology meet customer needs.
We deliver measured results.
Our solutions work for call center clients and their customers, and we prove it by measuring results.
Deliver great service on every call
Talk with Moran about your call center’s service challenges.
Let’s Talk About Your Challenge