GE Healthcare, a leading healthcare technology provider, provides technology systems, digital infrastructure, and customer services to hospitals across the United States. As a key partner, TTEC provides customer service and prompt on-field support to medical technicians and healthcare providers using medical devices such as MRI machines. Agents handle inbound calls and coordinate with field engineers to provide the requested service or repair, sometimes during critical medical procedures when every second counts.
Because of this structure, an agent's role is crucial and determines the speed and resolution of the request. Agent accuracy when handling a request is a must. However, the operations team noticed that agent-related errors were beginning to creep up. An investigation was quickly launched to halt the error increase and identify the cause.
After reviewing the monthly call records, it became apparent that agent errors occurred when the agents took notes during a call. The agents were forced to navigate a complex path within a job aid to reach the notation section. What's more, the agents lacked a structured, uniform approach to notating or documenting interactions and service requests.
To solve the problem, we proposed redesigning the notating sections of the job aids that agents utilized during a call, creating uniformity and ease of use. The operations director indicated that
an interactive "notepad" for inserting notes, copying them, and inserting them into the CRM system would be helpful. We kept this in mind to determine if we could incorporate it into our restructure.
Utilizing our team's extensive knowledge base experience and knowledge of different programs, we identified a custom-made interactive notepad that is inserted into learner guides for learners to use while in training. We proceeded to replicate this function into GE Healthcare's job aid templates. It took some HTML coding manipulation, but we successfully incorporated the active field within the notation section of the job aids.
In total, eight job guides which contained the job aids were updated. The job guides now provide agents with a standardized template, steps, and key sections to fill in, as well as an interactive active field within the notation section. Agents were trained to copy and paste the template into the active field, follow the steps, insert the blanks, and then copy the complete template to the CRM system.
The solution had a dramatic impact on the error rate. Within one month after implementing the changes, the error rate began to drop, reaching the lowest error rate in all GE Healthcare history four months later.
Improving the notation function brought the error rate down to 0.05%, an incredible .95% reduction. In addition to the reduction in error rate, there was a significant decrease in average handle time (AHT) for nearly all lines of business. The TTEC team reduced the overall AHT by 18 seconds quarter over quarter--a 4.5% decrease. The results were so impactful that GE Healthcare has requested we implement these into all future job guides and knowledge articles.