Dialog Direct/Prime Therapeutics Wins Best CSR Training Program
With triple customer service representative (CSR) growth rates year over year due to rapid member (customer) growth, and with the unemployment rate in the local marketplace tightening, one would normally expect a significant reduction in First Contact Resolution (FCR) and Customer Satisfaction (CSAT). Typically this type of situation would create a large number of untenured staff and new management, resulting in inconsistent and significantly reduced FCR rates.
This was not the case with the dynamic partnership of Dialog Direct, a member engagement center (call center) located in Denison Texas, and Prime Therapeutics, a pharmacy benefit management company, headquartered in Minneapolis, Minnesota. In fact, FCR at Dialog Direct for Prime increased in 2015 over 2014. Not only did the FCR markedly increase, but also the scores were consistent month to month, not rising and falling as is typical with every new hire class released to the floor. Sample size for FCR measurement was approximately 2000 annually and the methodology used was through an SQM survey