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
