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Client Context
Call-Center Analytics Patient Support Program (PSP) Intelligence
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Sector:
Motor & Health Insurance
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Geography:
India
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Engagement Type:
AI analytics for call centre operations
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Scope:
Customer Acquisition & Retention, reimbursement support & adherence coaching calls
Challenges
Challenges
- Call transcripts and notes contained rich information but were not leveraged for insights.
- Leadership was unable to quantify drop-off points, frustration triggers, and adherence barriers.
- Quality scoring was manual and inconsistent across agents.
Our Apporach
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Used speech-to-text + sentiment + emotion inference on call transcripts.
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Developed patient journey drop-off signatures based on conversation patterns & objection types.
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Built agent coaching dashboards identifying tone, reassurance markers & resolution pathways.
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Created adherence-risk flags based on keyword clusters and call outcomes.
Impact Delivered
- First-call resolution improved from 63% to 82%.
- Patient adherence increased by 21% through targeted support scripts.
- Call duration decreased by 11% without compromising empathy.
30+ years of Industry experience in delivering pioneering data and QA solutions.
