Global Health Leader Boosts CSAT to 4.8 and Cuts AHT with AI
4.8/5
Average CSAT98%
QA Average vs. 90% goal330
Seconds AHT vs. 360 threshold
The Challenge
New Hire Readiness Gaps Impacted AHT and Patient Experience
The client faced persistent challenges in onboarding and ramping new customer care agents. The steep learning curve across complex healthcare workflows resulted in gaps in product knowledge, process adherence, and agent confidence during live patient interactions.
This led to inconsistent troubleshooting accuracy and variability in call handling, negatively impacting patient satisfaction and overall service quality. New hires often required additional time to navigate workflows and resolve issues, driving higher average handle times (AHT) and operational inefficiencies.
The extended dependency on experienced agents also increased workload pressure and limited scalability. These issues collectively resulted in inconsistent patient experiences and missed performance targets.
The client needed a scalable, structured solution to accelerate new-hire proficiency, standardize call handling, and improve both operational efficiency and patient experience without compromising compliance.
Sutherland Solution
AI-guided Decision Support Accelerated Agent Performance
Sutherland partnered with the client to transform contact center operations across global delivery locations. The solution centered on deploying HelpTree, an AI-powered guided decision-support platform designed to streamline troubleshooting and standardize workflows.
Key solution components included:
- AI-guided workflows (HelpTree): Enabled agents to follow structured, accurate troubleshooting paths for top call drivers, reducing variability.
- Onboarding integration: Embedded HelpTree into training and live environments to accelerate learning and improve early-stage performance.
- Phased AHT glide path: Established performance milestones across 30-, 60-, and 90-day intervals to drive consistent improvement.
- Standardization of processes: Ensured uniform handling of high-volume patient interactions across geographies.
- Global delivery enablement: Supported operations across the Philippines, Jamaica, and Malaysia with consistent tools and practices.
The Outcome
Higher CSAT, Faster Ramp-up, and Consistent Patient Experience
The transformation delivered significant improvements in both operational performance and patient experience. CSAT scores increased to 4.8/5.0, while QA performance exceeded targets at 98%, reflecting higher service quality and consistency.
Average handle time was reduced to 330 seconds, outperforming the 360-second threshold and improving overall efficiency. New hires achieved faster proficiency, with reduced ramp-up time and improved confidence in handling complex patient interactions.
Standardized workflows and AI-guided support minimized variability, leading to more accurate issue resolution and fewer escalations. This resulted in a more predictable and reliable patient experience across all touchpoints.
The success of the engagement also enabled expansion into additional services, including broader device support, onboarding processes, and international market entry. The client now benefits from a scalable, high-performing contact center model that enhances both patient outcomes and operational agility.
That’s digital outcomes delivered.
