Case Study: Fortune 100 Pharmaceutical Company achieves higher customer satisfaction with Liveops

Delivering highly qualified agents for a Fortune 100 pharmaceutical company

A Fortune 100 Pharmaceutical Company needed to deliver highly qualified customer care for patients with chronic conditions while keeping up with changing drug regulations and minimizing agent attrition. It partnered with Liveops, using HIPAA-certified virtual agents with health care backgrounds to support patients with questions about drug interactions, side effects, dosage, and diet.

Liveops implemented an on-demand workforce, eLearning, certification modules, role-playing, and a real-time dashboard to monitor performance and quality. The results included 20% higher customer satisfaction scores, 85% of calls answered within 30 seconds, under 10% agent attrition, and 30% faster agent ramp-up time, making Liveops a vital part of the client’s brand.