BPOC Boosts Revenue, Accuracy & Customer Satisfaction for an Online Pharma Business

An online pharma business faced order errors, slow verification, and low CSAT (60), with long wait times, unclear approvals, and CRM inefficiencies frustrating customers.

02 Approach

► People:
Hired pharma-trained agents, reducing order errors

► Process:
Introduced dedicated order resolution team & automated notifications

► Technology:
Integrated real-time CRM APIs, reducing call handling time

03 Results

► CSAT up; AHT down:Order errors fall

► Repeat customers up:Order rejections down

► Stronger brand trust:Improved operational efficiency

04 KPI Gains

► CSAT: +33% (60 → 80)
► AHT: -15%
► Call Abandonment: Under 5%
► Order Processing Time: -50%
► Repeat Customers: +35%
► NPS: Positive, aligning with industry benchmark (50+)