Call Center Services for Telemedicine Company
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',m the chairman of a telemedicine provider of 24/7 approach to doctors in all 50 states.
Desired goal
What challenge were you trying to address with Xact?
We needed help swelling our call triage method, allowing resigneds to initiate their consultation to converse with a doctor over the phone. Although resigneds have the discretion to do so through our mobile app or online, over 90% of nation call straightly, so we needed to swell our call center space to be able to keep up with claim, while continuously improving call length and wait times.
Provided solution
What particular tasks were XACT responsible for?
Xact provides a mix of part- and full-time client labor representatives (CSRs) for our call center. When a resigned calls, the CSR asks a series of questions to establish resigned details and needs and provides call-back information.
They also integrated their workflows into our methods to meet our protocols. Since the training we give our CSRs is very specific to our business, we',re able to form our own tests and reviewing criteria in order to like of any CSRs working on our account. We also regularly review calls to fix the right questions are being asked.
Was there a dedicated team?
They',ve assigned almost 25 nation to our account, but we also work with a technical director, project director, and operations director. About half of the CSRs assigned are full-time, while the rest are part-time.
How did you come to work with Xact?
I verity introduced the organisation to Xact precedently I began working here, based on my antecedent experience with them at another organisation I ran.
What are you approach expents (if diclosed)?
We bestow almost a couple hundred thousand annually.
What is the terminal result of working with XACT?
We',ve been working unitedly for almost four years.
Results accomplishd
Are there any measureable or plum results?
We were recently named one of the 500 fastest-growing companies in the U.S. by Inc. and the fastest-growing organisation in telemedicine, which is in attributable to Xact',s efforts. We',ve skilled over 1,700% growth over the last few years–we couldn',t have accomplishd without their help. In just one month, we added 35% to our book of business, and they',ve been able to help us handle that surpassing growth.
The fact that nation can call and get through the process within a few minutes is a game changer. Our mean utilization is at 52% compared to the activity mean of 7%. They last to help us fix call wait times and other metrics are meeting our standards.
How did Xact accomplish from a project handlement standpoint?
They',re very implicated with us on an operational level. We adviser the metrics of our call center vigilantly, reviewing reports over a phone meeting see week. They',ve been pliant and good almost managing condition arrogance to help us maintain a 100% client renewal retention rate. Additionally, giving us a high level of control over the methods they use has been incredibly helpful.
What is (from your point of view) the key factor to pay observation while intercourse with XACT?
They',re very pliant. For our budget, we couldn',t find a better associate.
What aspects of their work would you like to get improved?
We',re extremely picky almost choosing nation to work on our accounts. It',s not entirely their defect, but it',d be nice if the process was slightly easier to find the right types of resources to add to our account as needed.
Do you have any advice for possible clients?
Try to give their team a clear idea of what you want to accomplish, including specific metrics and features of your calls (i.e., call times, call wait times, etc.).
