Customer Analytics

Customer Analytics

Understand the end-to-end customer journey

Resolve issues faster

Increase member and provider loyalty

Deflect or minimize interactions

across channels

Determine the root causes of problems

Turn Customer Interaction Insights into Higher Ratings

As competition and regulations intensify in the U.S. healthcare payer industry, delivering positive member and provider experiences

has never been more important to improving Net Promoter Scores (NPS) and Star Ratings. Unclear or missing information, claims

adjudication delays and other problems can quickly damage reputations and create compliance risks if they are not resolved quickly

and satisfactorily.

Firstsource provides a holistic, tailored approach to customer interaction analytics that helps payers to:

Drive down the cost of engagement

As an industry leader and innovator in interaction analytics, Firstsource’s customer analytics are backed by premier contact center

expertise managing approximately 200 million customer interactions and analyzing more than 10 million customer interactions per

year.

Multi-Channel Customer Interaction Analytics Firstsource captures and analyzes member and provider interactions and feedback across multiple communication channels

using its award-winning FirstCustomerIntelligence (FCI) technology. Bringing structure to unstructured interactions while

combining all data sources, FCI analyzes large volumes of speech and text interactions across voice, web and mobile chats,

correspondence, online forums, emails, social media, blog comments, and customer satisfaction and NPS surveys to get to

the root of why customers contact your call center.

We then categorize entire interactions, develop strategies to direct customers to cost and time appropriate channels, identify

opportunities for contact avoidance and call deflection, and help payers understand:

Negative experience triggers and reasons for non-payment

Agent performance, effort and detractor impact

The impact of claims and billing journeys on Star Ratings

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• Opportunities to increase first-pass claims and collections

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Customer Analytics

Using taxonomy and libraries that consider local speech and text nuances, detect positive and negative experiences, and provide

contextual heat mats, we help payers to:

Analyze trends and patterns on topics, emotional journeys, and repeat contact reasons

Channel agent coaching, feedback, governance and best practices

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• Understand business causes and impacts of self-service issues, process gaps, and competitor influence

Payers must have constant insights in order to drive ongoing improvement across agent and advisor performance, customer satisfaction

and resolution, and business results. With a complete view of member and provider journeys across all customer interaction channels

combined with quality monitoring, FCI empowers payers to focus on reducing risk, ensuring compliance, increasing revenue, building

customer loyalty, and enhancing operational efficiency with three main metrics to help drive continuous improvement:

Call sampling and traditional quality monitoring are no longer enough to truly understand customer journeys or provide insights

payers need to drive the best interactions. Firstsource provides a complete, 360-degree view of the customer experience by diving

deeper into trends and patterns for call reasons – such as claim denials and EOB related issues – what they are saying, how they

feel throughout their experience, which journeys are causing levels of dissatisfaction, and their root causes. We also use keyword

analysis to detect online competitor mentions and members’ assessment of their experiences.

360-Degree Insights of Customer Journeys

Driving Continuous Improvment

An Associate Performance Index (API)

measuring contact avoidance,

deflections and resolutions

Business impacts such as channel

and process optimization,

cost to serve, and brand and

competitive positioning

Member and provider conversation

topics, sentiment, emotional journeys,

effort, and repeat contact reasons

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Customer Analytics

FCI uses its award-winning analytics to examine large volumes of member and provider interactions to:

Identify process gaps,

self-serve failures, and

improvement opportunities

Establish behavioral

techniques and

best practices

Develop strategies to direct

customers to cost and

time appropriate channels

Target agent feedback

and coaching needs

Decrease the

cost of engagement

Deflect unnecessary

calls and interactions01

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ContactSimon CarltonExecutive Vice President, Sales & Marketing(720) 539 5588simon.carlton@na.firstsource.comwww.firstsourcehealthcare.com

PhilippinesIndiaUKUSA

Helping customers stay ahead of the curve through transformational technologies and capabilities

Firstsource Solutions Limited is a leading provider of customised Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

For more information, please visit www.firstsourcehealthcare.com

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