Providing Inbound & Outbound Customer Care for Patient Testing
The world’s leader in diagnostic testing, information, and wellness services was experiencing rapid growth. This growth led to an urgent need for a partner who could supplement their ever-increasing customer service needs with a core team plus manage their peak, seasonal call volume, which was substantial.
Client Needs
- A partner offering high quality appointment setting, customer care and customer support via inbound and outbound calls as well as email response.
- The client understood that in order to maintain their leadership position in the industry and to continue to grow, it was imperative that they partner with an organization that provides world-class contact center support that differentiated their customer service from their competitors.
After an exhaustive search incorporating all the large, multi-national players, the client selected The Connection® as its partner due to the ability of our organization to immerse our agents in their brand to become subject matter experts, and the ability to tailor the program to meet their needs.
The Connection® Solution
Call Routing & Call Back Features for Enhanced Customer Experience. In partnership with the Client, the IT team of The Connection® implemented a series of specialty call routing, IVR functions, and options provided callers with a series of high tech solutions including virtual hold (leave their call back information to have an agent call them back without losing their space in the queue).
Proactive Account Management. The Program Manager at The Connection® began to evaluate operational metrics immediately, and in conjunction with our Workforce Department, was able to proactively identify several opportunities and to implement new processes that greatly enhanced the overall caller experience and call quality.
Workforce Management. Analyzing client historical call arrival patterns, the Program Manager worked with The Connection® Workforce Management team to enhance the workforce forecasts and was able to reduce headcount by improving agent utilization. This reduced agent costs by 17%.
Results
Due to our hands on Account Management process, partnership approach and the continuous focus on maintaining consistent quality, The Connection® was able to increase agent utilization, decrease agent costs by 17% while maintaining an average ongoing call quality of 97% or higher.
