CRM - A Cure for Call Center Efficiency and Customer Satisfaction - Microsoft Infographic

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Information about CRM - A Cure for Call Center Efficiency and Customer Satisfaction -...

Published on February 20, 2014

Author: Ideba



Infographic created for Microsoft Services, telling the story of how Centene expanded operations while increasing client satisfaction by deploying Microsoft Dynamics CRM with support from Microsoft Services.

Centene expands operations while increasing client satisfaction Centene is growing rapidly and needed to provide its call center staff with better tools to more effectively perform their jobs and increase first-call resolution and overall customer satisfaction. Often, customer service representatives (CSRs) would have to access multiple systems to locate information, which increased the overall talk time per call. With its Microsoft Services deployment, Centene has improved productivity in recently-launched call centers by 10 percent, reduced training time by 30 percent, driven business agility, and gained business insight. Additionally, the company now has a 360-degree view of member data, enabling more effective customer service. Working closely with Microsoft Services, Centene deployed an initial rollout of Microsoft Dynamics CRM to a test group in only three months. They also rolled out a pre-configured call center template that supports call flow, reduces clicks, and autocompletes fields when employees access the organization’s other systems, providing a single, comprehensive view of patient data. “By using Microsoft Dynamic CRM, we have been able to redesign our new-hire training program. Enhancements in system navigation, process flow design, and screen consolidation reduced the length of new-hire training by 30 percent. That translates into savings of thousands per new-hire class.” —Jennifer Weigand Vice President of Member and Provider Solutions Centene Corporation

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