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A leading healthcare BPO company based out of UAE approached us at Outsource2india with a requirement to improve their BPO process. The customer's BPO division handles over a million customer calls every month, but their customer satisfaction levels were plummeting downwards. Even their CSAT was as low as 47%. Since the customer was a part of the healthcare industry, it was unacceptable for the company to find a low level of satisfaction from their customers. At Outsource2india, our role was to nail down the causes for the low CSAT levels and then to provide a customized BPO solution that would help the company's performance to soar.
At the onset of the project, the BPO team at Outsource2india decided to dissect the problem and get to the root cause. Through a detailed analysis, we identified some of the critical issues in the process that were affecting the customer's BPO's performance. The following were the requirements of the customer:
After identifying the unique problems that were affecting our client's BPO, we deployed one our best teams to implement a customized BPO platform. Our skilled BPO team refurbished the entire BPO process of the customer by adopting the following measures:
1. BPO Service Timings: We increased the support time span by a period of 4 hours. Next, we made the support center available from 7 AM to 7 PM. To match the working week of UAE, we decided to change the work days of the BPO to Sunday to Thursday instead of Monday to Friday. Multiple shifts was also introduced to meet the time demand with WFM.
2. Local BPO Agents: We hired a team of native speaking Arabs to eliminate the cultural gaps.
3. Support Infrastructure: We enhanced the infrastructure for the customer's BPO center and included best-of-breed voice, email and internet facilities. This helped in substantially reducing the turnaround time of the BPO team.
4. Value Added Support Services: We also offered a host of value added services, such as the following:
The expert services provided by our diligent BPO team was able to impact the client's business in a big way. Within a short time span of just 2 months, we were able to present the following results to our customer.
These two critical success points have pivoted our customer's growth as a leading healthcare BPO company. High levels of professionalism, overall performance and improved productivity of the customer's BPO process, helped us fix the process gaps faced by our customer. In short, we at Outsource2india were rewarded with an extremely happy customer who wished to continue to partner with us.
Do you want to establish or streamline the BPO process of your company? If yes, get in touch with us right away. With our expertise in BPO processes and BPO management, we can fix the gaps in your process and offer you with a seamless BPO process that will have a definite impact on your business.
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