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

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

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