Our client is known for providing a high level of quality care through a network of Urgent Care, Primary Care, and Adult Care facilities. They have been providing healthcare to the medically underserved for more than 20 years.
The client had been internally managing calls to educate patients about available wellness benefits and to schedule appointments for health check-ups and a variety of other services. Our client wanted to increase calling capacity to set up more appointments for their providers.
When selecting an outsourcing partner, our client was looking for:
After researching multiple outsourcing companies, our client decided to go with our team at Radius Global Solutions to help better serve their community. Read on to discover the results that we were able to achieve for our client!
Using extensive inbound and outbound experience with multiple complex programs, our solution delivered on all of the critical factors the client expected:
We established connectivity to our client’s appointment scheduling website using virtual training tools, so our agents and supervisors were able to train remotely.
The client established productivity measurements and appointment scheduling goals. With customer service as a critical driver of performance, we introduced an effective program to assure that agents would receive frequent call observations and feedback on their calls.