Case Study – Call Center

Shared Ownership Transforms Customer Satisfaction Results

The Challenge

The Customer Call Center of a large pharmaceutical company faced outsourcing. Their customer satisfaction was dropping below a 6 out of 10 and customers were clearly unhappy. Management had provided tools and training, but employees found the tools complicated and confusing. Both groups blamed each other as well as sales for selling things that couldn’t be supported. Everyone was working hard to improve service, but it wasn’t enough to turn the situation around.

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