In healthcare, “good enough” isn’t good enough
In the increasingly complex, post-ACA healthcare environment, contact center performance isn’t only an issue of customer satisfaction and company integrity—subpar service can lead to loss of healthcare access for members, delays and loss of revenue for providers, and regulatory action for payers. Firstsource guarantees the highest quality of service from our contact center agents by continuously assessing, correcting, and improving performance to meet or exceed our clients’ expectations. Our quality assurance programs are designed around comprehensiveness, accuracy, and transparency. Our clients always know and have full visibility of the services we perform on their behalf.
Setting new standards for setting standards
Daily Monitoring, Error Analysis, and Root Cause Determination
Ongoing monitoring of overall call center activity and individual agent performance provides an up-to-the-minute assessment of service quality. In the rare cases that errors are made, aggressive analysis identifies key factors for correction. Firstsource uses the Six Sigma “Five Whys” technique for root cause determination which helps us to determine how and why the error occurred, how it can be corrected, and what we can do to avoid such circumstances in the future.
Audit the Auditor Validation
Quality audits are only as reliable as the auditors themselves. To ensure that our auditors are qualified to assess the performance of our agents, we perform regular assessments of our own quality assurance team. Calibration sessions hosted by Firstsource and attended by our payer client establish our auditors’ fitness to be making quality assessments for their benefit.
QRR Automated Database
Firstsource reviews our call center agents’ calls on a frequent and regular basis—up to eight times per agent per month, depending on the client’s preference—for a comprehensive, detailed view of quality provided. Through our automated QRR (Quality Review and Reporting) database, quality results are shared with internal teams for improvement coaching and recognition, as well as with our clients for their own internal reporting purposes.