The Client – Healthcare provider based in the US with over 45 locations in Florida, Texas and California.
Problem – abandonment rates averaged 45% across locations for the appointment-setting team.
Solutions – upgraded telephony technology to a cloud based cost effective solution that provided the enhanced functionalities and reporting capabilities necessary to manage performance. Recruited, trained and deployed a centralized group of call center agents who can support multiple locations at the same time.
The Results – Optimized Operational Efficiencies – abandonment rates decreased to 10% within the first 30 days and thereafter consistently maintained the less than 5% monthly goal.
The Client – Marketing and Technology Client with multiple call center vendors, onshore, nearshore and offshore with over 600 agents specializing in customer acquisition of home and digital services.
Problem – poor sales performance with low conversion rates on inbound calls.
Solutions – developed, trained and managed a customized service and sales process along with an agent and supervisor incentive structure focused on an assumptive sales model that maximizes revenue per call.
The Results – Transformed Sales Culture – conversion rates increased from 17% to 28% within the first 90 days of deployment resulting in a 64% increase in gross revenue or $8.91 M annually.
The Client – Healthcare provider based in the US with multiple locations across the Northeast and Northwest markets
Problem – increased labor costs, staffing challenges, mediocre performance and decreased appointments
Solutions – Transitioned the front office tasks of answering the phones, online appointments and appointment reminders to a centralized group of nearshore call center agents, providing an immediate saving on labor costs and resolution to staffing challenges. Implemented an incentive structure that combined operational efficiencies with quality and appointment booking which led to increased productivity of agents as well as significant increase in the number of appointments being booked.
The Results – Transcended the Frontline Staff Experience – clients saw an immediate reduction in labor costs by 25% and increase in the number of appointments being booked by 35%.
