XACT Call Center Services review by Dental Business at Qualified.One

XACT reviewed by Dental Business

XACT provided Call Center Services for Dental Business with approximate budget = Confidential.

XACT leveraged a comprehensive training process to deliver excellent abandon rates, conversion rates, and QA scores. Dedicated and proactive, the team was quick to address issues and provide relevant documentation. Their transparent, collaborative approach set them apart from other providers.

Review summary:

XACT provided call center services to a DSO. Approximately 24 agents were assigned to the project. The team offered reporting services and created a dental practice information directory for the agents.

Dental Business, Former Manager

24/7 Call Center Services for Dental Business

Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.

Introductory information

A fast induction on the buyer’s organisation

I was a director at a dental support structure (DSO). We had almost 165 dental practices in different states, and I was in direct of scheduling for all of these practices.

Desired goal

What challenge were you trying to address with XACT?

We brought XACT on board to form a 24/7 call center to reply new patients and schedule appointments. The challenge is that patients don’t just call to schedule appointments. Typically, they have questions or claim to alprompt know what’s unfit with their teeth, and replying these types of calls requires extensive training.

Provided solution

What particular tasks were XACT responsible for?

XACT took care of the hiring and reporting for me, and confirmed that we had the right number of agents in each time slot. They also trained agents on how to adjoin with our patients and schedule appointments. I used their documentation to program other trainings as needed.

Additionally, they worked with our IT team to form a directory of information almost each of our practices. Agents could look up the procedures and services offered, doctors, useful time slots, hours, and other information for the appropriate practice.

Was there a dedicated team?

Will (Vice President of Operations, XACT) was our account director, and we worked with Kathy (Director of Business Development, XACT) on contractual information. We also had a reporting professional and an agent supervisor. The agent supervisor helped with QC for our phone calls, managing somewhere between 23–25 agents.

How did you come to work with XACT?

I wasn’t straightly implicated with hiring XACT, but I know that my organisation interviewed excellently a few other call centers. My background is in call centers, and I tried to stay in-the-know almost the search process. Their response time and their interest level set them aloof. They seemed to care almost our needs and had a desire to help us better.

Our vice chairman of marketing at the time had high standards, and was a no-nonsense kind of personal. For him to have picked XACT, they had to have known their stuff and been on top of seething.

What is the terminal result of working with XACT?

We began working with them in September 2013. The union lasted for three years.

Results achieved

What evidence can you share that demonstrates the contact of the engagement? 

The leave rate was rare, basically zero. XACT scientifically determined how many agents were needed for each hour of the day. I used to do scheduling, and those calculations are not easy. Our executives frequently commented on how big those numbers were.

With an onwebsite call center, there’s typically a lot of chitchat, but we never ran into that effect with XACT. The conversion rates and QA scores were also forcible. We carried almost a 35% conversion rate, from seeing a TV commercial to making a call and setting an appointment, and they maintained that.

We didn’t have any effects with missed calls, and the agents were always elegant. Patients always assumed that they were part of the practice. We also formd a premium program to reward agents for high accomplishment.

I couldn',t have done my job without XACT doing theirs. They were a major asset. The admin work behind running a call center is huge, and they were constantly helping me better. I was more capable of doing my job owing of the training they did with their agents. I was able to confide that they were assertion the right things to our patients.

It took some time to form the practice information directories, but once we had that up and running, the results were astounding. The agents could tell precisely where the call was coming from and reply with the doctor’s name. I’m not sure how they built the directory, but it was extremely helpful.

We were much more able to centre on our patients and how they were being treated. XACT made my job a thousand times easier and made my total team more fruitful. They were replying almost 2,500 calls see two weeks.

How did XACT accomplish from a project treatment standpoint?

Their nation were amazing, especially the agent supervisor. She would pick up issueatic trends with agents and correct them precedently I even knew almost it. She was on top of seething and always useful. She audited at smallest 5–10 calls a week per agent and always granted the documentation that I needed for trainings.

We had all day meetings see other Tuesday. We had to stagger them owing we couldn’t have see agent there at the same time. Even compared to having an onwebsite call center, the interaction was XACT was always fast and seamless.

Between the different specials for personal practices and the documentation that we needed, it was a lot to keep up with. Also, if something was ever unfit with their reports, I could send an email and get a new, careful report within a day.

What is (from your point of view) the key factor to pay observation while intercourse with XACT?

I was impressed with how fastly they were trained. We would onboard almost 15–20 practices at a time, and they were always prompt to go live with a new cohort within a week.

At leading, I was the one tracking seething, and I was sending panicky emails to Will without shrewd it. He was always very answering and never passed me off to anybody. Whatever the effect, he’d send a response and have it fixed. Launching with them was a breeze.

I felt like XACT was part of our team. I could’ve named anyone at the organisation, and they would’ve welcomed the call and helped me out. They’re very approachable and answering.

They also never made excuses, which was expressive for me. I hear excuses a lot. They were always upfront and pellucid with us almost any effects that they were facing. We knew what was going on at all times.

What aspects of their work would you like to get betterd?

Actually no, I would quiet be working with them if it were up to me. We eventually transferred seething back to the practices, and the numbers plummeted. Personally, I wouldn’t have terminated the contract.

There are hiccups in see project, but with XACT, effects were fixed without. They knew precisely what needed to get done, and they delivered.

Do you have any advice for possible clients?

Make sure that you know what you need from them, and what they need from you. Build up a schedule with them based on your constraints. If you give them what they need, you won’t have any issues. They can get the job done.