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Inbound call center services: 85%+ reduction in call abandonment rate

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Client Background and Context

  • Leading DME companies providing CPAP suppliers in the USA market. Client was facing: 
    • High call abandonment rate at inbound services call center
    • Increased waiting time for its customers
    • Increasing complaints regarding unsatisfactory customer experience
    • Looking for partners to overhaul inbound call center

Solution

  • Implemented tools for detailed assessment of call volume arrival patterns
  • Dedicated Manila based resources offering extended working hours flexibility and weekend coverage
  • Implemented value add features like voice mail option & automated input data integration within automated greetings

Impact delivered – Performance

  • 85% reduction in call abandonment rate (25% -> 4%)
  • 90% calls answered within 20 seconds

Impact delivered – Financial

  • ~2.5x increase in collections within 1 month ($21k to $48k per month)
  • 30-40% cost savings vs. inhouse provider call center

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