Revolutionizing Customer Service for a Pharmacy Group

A leading Pharmacy group sought to enhance its customer service by transitioning to a sales-oriented approach. The goal was to provide quality service, leading to the successful sale of products while maintaining high customer service standards.

Challenges

Deliver exceptional service to customers.
Increase product sales.
Meet and exceed fulfillment KPIs through efficient operation monitoring.

Strategy

Shifted focus from pure customer service to a sales-driven model.
Implemented Atento Performance Management (APM) for better strategy execution.
Utilized advanced reporting to monitor compliance with KPIs.

Technology Deployed

Avaya for seamless communication.
S1 for customer service management.
Verint for workforce optimization.
Speech analytics for real-time insights.
Leviatan by Atento for enhanced data analytics.

Results

Conversion rate increased by 47%.
Service level reached 79%.
Customer desertion decreased by 6.43%.
Average handling time (AHT) was efficiently managed at 258 seconds.
Adherence to schedules improved to 94%.
Absenteeism and employee turnover decreased by 3.73% and 6.80%, respectively.

LUI – Language User Interface

Consistent Telephone Debt Recovery

Retail Stress Management with AI/Cognitive Stressometer

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