AI-powered quality assurance for a global pharmaceutical leader

A leading global pharmaceutical brand partnered with eClerx to modernize and automate its quality assurance (QA) processes, enabling detailed insights that could improve customer journeys. Through the power of QA360 and GenAI, eClerx helped the organization analyze 100% of contact center interactions, ensuring complete visibility into adverse event mentions, and improving customer (CSAT) by 25%.

Headquartered in the United States, this global pharmaceutical and biotechnology leader develops innovative medicines and vaccines across immunology, oncology, cardiology, endocrinology, and neurology. With a strong commitment to patient safety, scientific excellence, and regulatory compliance, the company consistently ranks among the world’s top five biomedical firms by revenue and is regularly featured in the Fortune 100.

As part of a broader digital transformation initiative, senior leadership recognized that traditional, manual QA processes were limiting the organization’s ability to respond quickly and confidently ina highly regulated and fast-moving environment.

Manual sampling captured only a small percentage of total interactions, leaving critical feedback undiscovered and increasing compliance risk. To gain stronger insights, improve pharmacovigilance, and elevate customer experience, the company set out to enhance its QA operations using automation and AI.

The challenge

From ensuring adherence to regulations to staying ahead of competing brands, the pharmaceutical industry requires companies to stay informed of global shifts and feedback on their products to remain on top. This can make it challenging for pharmaceutical organizations to fully analyze and act upon every bit of data they receive, especially when many still rely on manually evaluating these insights.

Manual audits are typically only able to capture ~2% of the total interactions that come into a contact center, leaving a significant amount of feedback undiscovered. For a pharmaceutical company, this could result in less agility and a higher chance of serious product issues slipping through the cracks. Facing an uptick in agent attrition and issues with the reporting of adverse events, our client came to eClerx for a solution that would not only reduce the need for manual audits, but also give them insights into how they can improve the satisfaction of both their agents and customers.

Growing agent dissatisfaction:

• Agent attrition resulted in larger workloads and lower CX scores
• Number of manual tasks frustrated agents and reduced productivity

Little opportunity for targeted coaching:

• Lack of insight into agent interaction hindered potential training opportunities
• Supervisors unclear on agent skill or knowledge gaps in workplace

Poor tracking of adverse events:

• Manual interaction evaluation potentially left some adverse events undiscovered
• Incomplete tracking and reporting could result in regulatory fines and brand damage

Our strategy

Having recently assisted our client digitalize much of their operations to operate more efficiently in an increasingly virtual world, eClerx was able to quicky establish a plan to automate their QA process and receive better insights into agent and customer dissatisfaction.

Leveraging the power of QA360, eClerx’s proprietary Generative AI-powered QA solution, our team developed a strategy to eliminate the core issues facing the client’s contact centers:

• Advanced quality reviews: Once trained on sample interactions provided by the client, QA360 was able to log, analyze, and report up to 100% of the communications that came into their contact centers. This meant that product leads and R&D teams could now access in-depth insights that can be used to improve turnaround and research times.
• Improved supervisor oversight: Taking into account any Key Performance Indicators (KPIs) provided by the organization, the client’s contact center supervisors can use QA360 to discover what areas each agent excels or could use help in. This oversight not only allows easier reporting to leadership about contact center performance, but also can be leveraged to provide targeted agent training that gives them the tools to perform to the best of their ability.
• Total coverage of adverse events: As a part of logging each interaction, QA360 was modified to automatically alert supervisors and create a report on each adverse event that occurred. Storing each report in a centralized location, this helped our client be prepared for any regulatory audit that could occur, as well as quickly adjust their products to prioritize user safety before it becomes a more widespread issue.

The results

Working closely with the client’s contact center operations, eClerx successfully implemented QA360 into their workflows. Through the automation of this once tedious practice and personalized dashboards, the client was able to quickly access a wealth of high-quality insights they could act on and significantly boost their agent productivity.

The results:

• Over one million interactions audited per year
• 25% increase to CSAT scores
• 100% reporting of adverse events on calls
• 20% reduction in agent training costs

“Our manual auditing process was not giving us the insights we needed to understand the drop in customer and agent satisfaction we were seeing within our organization,” said the client’s Senior Lead of Customer Experience. “If it wasn’t for eClerx and their QA360 solution, we would not have been able to improve the quality of our support and adverse event reporting.”

The client saw improved agent retention and adverse event reporting, and went on to expand the integration of eClerx’s QA360 within their organization. They are also exploring options for introducing more of eClerx’s GenAI and Agentic AI solutions to keep them at the forefront of the pharmaceutical industry.