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Case Study

From Concern to Comfort Humanizing the Colorectal Screening Experience
Through Thoughtful CX

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Overview

A U.S.-based colorectal screening provider aimed to reduce patient anxiety and improve resolution metrics partnered with ContactPoint360. By deploying trained support agents, sentiment-aware QA, and compassionate CX model, we delivered measurable gains while maintaining compliance and cost efficiency.

The key highlights include:

White-glove support via near/offshore teams

Trained agents for empathy and patient clarity

Deployed Beyond QA for tone monitoring

Resolved complex queries with first-call precision

Enabled scalable, quality-assured customer experience

Challenges

Complexity in handling kit usage queries

Lack of high empathy and sensitive support

Need for quality-assured offshore CX delivery

Requirement for QA excellence and reduce repeat calls

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Result That We Provided

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

%

First Call Resolution rate (FCR)

%

Increase in customer satisfaction (CSAT)

%

QA score achieved and maintained

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