Case Study

Transforming CX, Building to Scale for Life Sciences Leader

Download Now

Overview

A life sciences organization in neurological testing faced rising call volumes and growing pressure to scale without compromising quality. ContactPoint 360 implemented a bilingual CX model, AI- driven quality framework, and first-contact resolution strategy, reducing operational friction, improving efficiency, and enabling the client to scale nationwide testing while maintaining cost control and service excellence.

Key Highlights

Bilingual center of excellence streamlined multi-language support

BeyondQA platform improved visibility and quality monitoring

First-contact resolution model reduced unnecessary call transfers

Specialized team focus preserved expertise for complex cases

Centralized CX operations enabled scalable nationwide coverage

Challenges

Lack of structured training and quality frameworks

Specialized internal teams were overloaded with routine inquiries

Scaling CX operations without increasing costs or complexity

Managing diverse patient and provider interactions across languages

Download Case Study


Result That We Provided

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

20%

Reduction in average handle time

99%

of patient calls handled faster, reducing delays

Significant

Cost savings, optimizing cost per resolution

Higher

FCR rates, reducing transfers and escalations

Improved

Service quality, driven by audit-focused QA framework

Other Case Study