MTM Improves Agent and Customer Satisfaction with Call Scripting
MTM is an industry leading, non-emergency medical transportation broker with over 900 customer care representatives (CCRs) and nine contact centers in the U.S. Each year they serve 12 million members, and facilitate 8 million calls and 20 million trips.
The company struggled with call center scripting compliance and manual call evaluations. It looked at less than 1% of calls handled, and feedback to CCRs was delayed days or weeks based on supervisor availability. MTM was only able to score three calls per month per agent, which is a small fraction of total calls handled.
With CallMiner, MTM could look at the big picture of calls and agent performance. This included creating custom categories to better understand risk and compliance, positive agent performance and more. Most importantly, MTM is able to better understand satisfaction rates for both agents and customers.
Learn more about MTM's success with CallMiner here: