Case Study

Building Better CX and Growth for a Healthcare Financing Company

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Overview

A rapidly growing healthcare financing provider needed to stabilize operations. High attrition, inconsistent staffing waves, and weak governance were impacting service quality and CSAT. ContactPoint 360 introduced structured hiring, retention-focused culture programs, and disciplined operational management to strengthen workforce stability and deliver measurable improvements in efficiency and customer experience.

Key Highlights

Structured retention and career path programs improved workforce stability

Rightskilling and targeted coaching strengthened service delivery quality

4DX performance methodology introduced operational accountability

Centralized leadership improved governance across delivery locations

PX-driven culture programs improved employee engagement and tenure

Challenges

High agent attrition and low tenure impacting operational continuity

Unstructured staffing waves causing inconsistent performance

Weak operational infrastructure affecting service levels and KPIs

Leadership transitions across sites disrupting governance and culture

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

60%

Reduction in attrition, stabilizing workforce continuity

7%

Reduction in average handle time, improving service efficiency

92%

Employee satisfaction score, strengthening employee engagement

Improved

CSAT performance, driven by consistent service delivery

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