A leading manufacturer of cleaning products, including many household names, needed a reliable support team with the ability to handle consumer concerns relating to adverse events as well as identify potential safety concerns.
The Challenge
Our Approach
Harte Hanks assembled a support team capable of:
- Handling customer health concerns in a professional, consistent manner
- Recognizing nuances in customer comments to identify potential safety issues or adverse events
Our Solutions
Staffing
Our hiring process included a 30-minute assessment, which allowed applicants to test their core skills for the job during their interview. This enabled applicants to better determine if this program would be a good long-term fit and allowed Harte Hanks to determine if applicants had the core skillset to be successful.
Training
We developed an in-depth training program to provide a clear and concise process to:
- Correctly identify adverse events and potential safety concerns
- Recognize any upticks in product concerns indicating an emerging potential safety issue
- Capture detailed data including purchase details, product codes and issue summaries
Process
- Well-documented processes for handling adverse events and potential safety concerns
- Quarterly refresher trainings with pre- and post-assessments to ensure peak competencies
- Auditing of 100% of all consumer contacts to ensure proper disposition and routing of incidents
- Bi-weekly meetings with client managers and support staff to review use cases and ensure real-time awareness of any emerging concerns
- Ability for agents to immediately transfer consumers to medical consultant team
The Result
Zero attrition
for 3 years
- Agent quality assurance scores have consistently exceeded targets
- Consumer satisfaction scores exceeding aggressive targets in both voice and written channels
- Agent retention exceeding industry standard