Your Trusted Healthcare BPO Partner

How often are issues resolved on the first contact? High FCR means faster service, fewer follow-ups, and happier customers.

Tracks how long each interaction takes from start to finish. The goal? Resolve issues efficiently without rushing the conversation.

Measures how quickly calls are answered—typically aiming for 80% of calls answered within 20 seconds. A fast response shows you're available when it counts.

Shows how many callers hang up before reaching an agent. A low rate indicates proper staffing and minimal hold times.

Gathers real-time feedback from callers through short surveys. High CSAT means your customers feel heard, helped, and happy.

Asks one key question: *“Would you recommend us?”* A high NPS is a strong signal of loyalty and trust—especially in healthcare support.

QA monitors how well agents follow protocols, maintain professionalism, and ensure compliance—especially important in HIPAA-regulated environments.

Reflects how much time agents spend on productive work (vs. idle time). High but balanced utilization helps boost performance without burning out your team.

Tracks call trends and how well staffing matches demand. Accurate forecasting avoids long hold times and understaffed shifts.

Shows how often calls need to be passed to supervisors. Fewer escalations mean your frontline agents are well-trained and empowered.