Centralized Answering Services for Medical Equipment Rental Company
Please find below a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
Introduce your business and what you do there.
I',m the operations director for a medical equipment rental organisation.
Desired goal
What challenge were you trying to address with XACT?
We wanted to have a mediate replying labor for all our facilities on the east coast and in the mediate areas of the country. At the time, we were trying to streamline the process and have a one go-to replying labor.
By working with one existence, we programned to adduce the same replying method program throughout all our branches so we could train them to apprehend how we do business and interact with our clients.
Provided solution
What was the aim of their involvement?
Getting any replying labor acclimated to how our organisation works is a bit challenging since we',re not a typical rental organisation. We prepare different types of equipment. Depending on which fruit a client is requesting to rent, there is a specific series of questions they need to reply. That information is searching to our billing process at the end of the rental time.
We worked with XACT to form scripts that include a list of questions and a menu of options. Based on the type of decision-making at hand, they need to ask true questions and hear for specific information when a client calls.
XACT interacts with each of our branches. They send out notices to the drivers and palpable records of the call logs the following day or the weekend preceding. The labor is 24/7 and includes voicemail, texts, and emails. Having all of these options is integral to our business.
What is the team compound?
We typically work with 2–3 nation from XACT. A designated project director implicated helps superintend all for us.
How did you come to work with XACT?
Cost was our number one focal point in choosing an replying labor. We compared the cost points for each cite we accepted. Flexibility is an significant factor, and XACT seemed able to change as needed and apprehend how we do business.
What is the status of this engagement?
We',ve been working unitedly for at smallest 3-4 years now. XACT is quiet taking calls for us at this time.
Results achieved
What evidence can you share that demonstrates the contact of the engagement?
We take logs for missed calls and opportunities, and we haven',t seen anything palpable over day-to-day issues. After we initially accepted complaints from our clients, they changed the staff they assigned us and modified their training agreeably. I esteem that they made betterments soon on.
They text or call our drivers and call back a time of time later as needed. The documentation they prepare, such as sending us emails the following day, has been critically significant and helps us better our client relations.
How did XACT accomplish from a project treatment standpoint?
XACT has gotten to the point where they apprehend how we run as a organisation. Even though they',re below our umbrella, our branches act slightly differently based on client size and the number of drivers.
QA is more reactive than proactive, in my conviction. In different scenarios, we aspect out how to feel an incident and harmonize agreeably. How they feel on-call requests fluctuates, since acclimating is an ongoing challenge.
What did you find most forcible almost them?
XACT',s flexibility makes their team forcible. They adjoin back to us very effectively almost the claim for calls almost pick-ups or deliveries. The level of labor they prepare per call is excellent.
Are there any areas they could better?
I would like to take more updates for each of our branches, such as monthly or quarterly reviews. Maybe they could engender and send us recurring reports on the call size so we can see if there',s anything more we can do on our end to lessen costs. I',m interested in finding out how to address long phone calls and what it would take to lessen the period per call.
Do you have any advice for possible clients?
I admonish forthcoming clients to be upfront and keep all aboveboard. Have a program prompt when you access them and be very specific.
