Online NHS Pharmacy Service
Customer Support Case Study
This case study covers a customer service campaign that Inspired conducted for an online pharmacy service that provides NHS services.
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Due to the hours of operation in care homes and care agencies, the client wanted to cover all bases for providing timely support. For the campaign, we allocated agents to be working on the campaign, from 8am until 6pm, 5 days per week over 12 weeks (60 days).
Our team would be handling inbound calls from end-users, their families, and their carers to assist with any problems they had with their prescriptions as well as helping to organise repeat orders. Our team would also handle inbound calls from care homes that needed to organise or had problems with large numbers of prescription packs. They also provided platform support to those in need of assistance.
The target for the campaign was to maintain an answer rate of at least 91%
The client wanted to trial our team doing inbound customer support 3 days over 12 weeks (36 days).
Our team handled inbound calls from the venue owners, find out what issues they were having with their power bank stations and try to resolve them over the phone, and if necessary, liaise with the client’s London-based maintenance team to book slots for them to attend and get the stations back up and running if the venue was in a reasonable radius.
The tracked target for the campaign was to maintain an average answer rate of at least 90%.
Throughout the campaign, our agents were handling around 40 – 50 calls a day, with a maintained answer rate of 93.6% across the 12-week campaign.
Since the initial project, our client has signed a 6-month rolling contract with our team fully handling their inbound customer service/support and also retaining feedback from users about the service.
Over 2,700 calls taken
Answer rate of 93.6%
Customer satisfaction of 92.4%