Appointment Scheduling for Leading Healthcare Provider

Key Results

The Problem

Needed Inbound Customer Service Assistance

Our client is a premium healthcare provider offering transformative care that goes beyond traditional medicine to treat the “whole you.” Combining intuitive technology with a functional, total human approach, our client’s primary care model is designed to offer quality, personalized care wherever the patients are.

Due to the pandemic, our client expanded their service to include COVID testing and vaccinations. With their technologies, they offered some of the fastest and most accurate results in the industry. In addition to providing their patients with personal peace of mind, they also provided travel certificates that included a comprehensive report to enable travel to most countries.

Before reaching out to Radius, our client was handling their call center needs in-house. But they were looking to begin an outsourced contact center partner to provide additional support while they implemented new service offerings and call-type initiatives.

They were anticipating shifting their model from specifically targeting COVID-related services to focusing more on their other wellness service offerings. In turn, they would need a new level of experience and a new agent profile. Additionally, they sought assistance as they made this change and needed guidance to make the transition smooth and seamless.

Our client needed a Nearshore-based BPO provider to handle their inbound customer service, appointment scheduling, and sales calls. Initially, they would be piloting with 10 customer service agents with plans to transition their internal team of 40+ agents.

Our Solution

A Nearshore Contact Center Engagement Program

We offered a solution using our nearshore office in Panama. Our Panama call center agents were able to meet the client’s expectations:

Our agents also met the client’s KPIs:

  • Average Speed of Answer (ASA): 30 seconds or less
  • Average Handle Time (AHT): 3.5 minutes or less
  • Quality Assurance (QA) Score: 85% or better
  • Customer Satisfaction (CSAT): 85% or better

We were able to launch this program in less than 4 weeks and immediately delivered on all of their expectations. Our team has received several letters from the client expressing their gratitude for helping them achieve their goals, including:

Service Level – “Great job meeting the service level. We are getting the phones answered in less than 10 seconds!”

Quality – “I was very impressed with the analysis, thoroughness, thoughtfulness, skill set, and honesty of the QA Calibration team.” “I have full confidence in the validity and credibility of the future scores I will see from the team.”

AHT – “Your team has done an excellent job to drive handling time down a full two (2) minutes!”

This program is now over 65 full-time equivalent (FTE) employees. Today, we’re looking at new opportunities to introduce call automation and voice analytics. We are always seeking new ways to provide additional options for the client’s patients to interact with them.

Reach out to Radius Global Solutions today to drive customer satisfaction and grow your business!

The Results
Project Timeline