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