customer story

The Full Potential of Quality Assurance With a Complete Suite

For more than 50 years Jefferson Dental Care has committed to providing the highest-quality affordable dental care to communities in Dallas, Houston and San Antonio. They hire and train the best in the industry, employing the latest technology to deliver an excellent dental visit each time.

From a single clinic in Oak Cliff to a network of over 60 clinics in the Dallas/Fort Worth, Houston and San Antonio metro areas, Jefferson Dental Care’s journey has been one of commitment to serving families in Texas.

Jefferson serves more than 200,000 patients annually with a uniquely competitive low pricing schedule, coupled with an in-house Discount Plan and Price Match Promise, all which reduce the financial barriers that prevent many families from seeking care.

Challenges

Jefferson Dental Care offers diverse services for a wide-range of patients in multiple locations, therefore attending to a high volume of customer interactions.

Being able to properly oversee such a big operation while keeping high customer service standards was more than a necessity for them, it was a must.

JDC needed to manage control matters such as:

Founded
2007
Industry
Storage and shipping services
Location
Arizona, USA
Type of interactions
Sales and Logistic Support Service
Integrations
Standalone
  • properly assigning a patient to the closest location
  • expressly avoiding double booking
  • correctly coordinating availability with clinics
  • accurately reporting patient data and appointments
  • creation of accordingly insurance plans in system, deductibles, fees, carriers, procedure’s coverages and updates
  • efficiently approaching potential clients with descriptions of services and special offers
  • providing information about all services, including financial options and promos
  • monitoring of proper telephone and soft skills on behalf of the service agents.

JDC's operation needed a centralized tool to help them properly manage and track how their customer service teams were performing with their patients and affiliate clinics.

Solution

Not only did JDC find a software solution that enabled them to centralize their customer interaction evaluations data, but they also gained a suite of apps that work seamlessly together.

Playvox's Quality Product software gave JDC the ability to:

  • handle an average of 42.5 quality evaluations per month, obtaining a monthly average of 81.2% overall QA score,
  • identify areas of improvement,
  • deliver real-time, collaborative feedback to their customer service teams resulting in more dynamic and effective team results,
  • access detailed reports on each of the evaluated scorecards organized by agents, analysts, and teams
  • identify areas of improvement.

Accurate data and Playvox's Learning Add-on gave JDC the chance to run 58 tailored learning sessions built from 12 different courses. Over 59 hours of single hour sessions have resulted in an average session grade of 86.08%.

Playvox’s Performance Add-on strengthened JDC’s Quality Assurance Process by connecting, measuring, and centralizing their agents’ KPIs. Playvox helps JDC stay focussed on their 27 KPIs by tracking the impact of their QA process on their customer service teams.

Playvox's Motivation Add-on helped to make JDC's process even more complete. They use the community wall to share crucial information. Peak times, busiest days, and schedules become instantly available to team members. The community feed feature has shared 1736 ideas, 527 questions, and 2177 peer-to-peer recognitions so far.

For over 3 years, Playvox’s full suite has ensured that JDC meets the highest  standards for their quality assurance process.

“Playvox is used in our Patient Contact Center to keep our agents engaged, updated with company announcements and changes and it’s also used to measure and recognize a job well done. It’s our central space to motivate the team and everyone loves using it to see their progress and prepare for the day. It’s one of our secret weapons!”
Dalia Rios - Patient Care Director at JDC
Other Customer Stories