Case Study

Delivering Faster Speed to Proficiency for RX Platform

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Overview

A fast-growing patient access and medication fulfillment platform faced rising attrition, inconsistent training, and declining customer experience. ContactPoint 360 implemented bilingual support, AI-driven training simulations, and a right-shoring strategy to standardize operations, reduce handle times, and accelerate agent readiness, helping the client deliver faster, more reliable service across the prescription journey.

Key Highlights

AI-powered AgentTrainTM simulations accelerated agent readiness

Right-shoring model improved operational efficiency and cost control

Bilingual support strengthened patient engagement and accessibility

Streamlined prescription and insurance workflows reduced complexity

Standardized processes improved service quality and consistency

Challenges

Inconsistent training processes slowed onboarding and skill development

Declining CSAT due to long hold times and high AHT

Lack of bilingual support for Spanish-speaking patients

Weak business continuity planning created operational risk

Vendor performance issues affecting service reliability

Need for scalable nearshore support model to support growth

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Result That We Provided

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

30–40%

Faster speed to proficiency

Reduced

Average handle time

Improved

Service quality

Rightshoring

Efficiencies achieved, lowering operational costs

Faster

Operational turnaround, reducing downstream processing effort

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