Case Study: Baxter Healthcare achieves 90%+ service levels in 120 days with ScreenSteps

Fortune-500 Contact Center Achieves 90% Service Levels With New Operation Launched in 120 Days

Baxter Healthcare, a Fortune 500 medical device contact center, faced the immense challenge of launching a new 24/7 support operation in just 120 days. The task involved hiring and remotely training 30 new agents who had no experience with the product, all while relying on outdated documentation.

By implementing the ScreenSteps knowledge ops platform and its Find & Follow Training framework, Baxter was able to create a centralized knowledge base and drastically cut new hire training time from six weeks to two weeks. With the help of ScreenSteps, Baxter successfully launched on time, achieving over 90% service levels, a less than 2% call abandonment rate, and high customer satisfaction scores.

Baxter Healthcare

Jason Mercer-Pottinger

Operations Director