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.