Read the case study to know how O2I's support staff helped the client's back-end team by being consistent with patient issues and requests through inbound customer support services.
The client is among leading healthcare consultants in Berlin, specializing in sorting the patients' medical request, which includes medical travel booking, coordinating patients' pre-& post-operative care, medical travel research, etc. They are serving across 36 countries and have a strong presence in Europe.
The client was looking for an inbound customer support company with prior experience in the healthcare domain. They wanted to onboard a team of agents that could serve their needs of coordinating the high-volume of patients' calls and forwarding the valid requests/queries to the core back-end team.
They approached us as we have provided inbound call center services to similar clients. They sought for agents who can handle patient calls with extreme caution. After understanding the patient's exact medical needs, the agent was expected to forward them to the specialist.
Back-End core employees would then later suggest the best treatment goals based on the patient's health. Therefore, they wanted an inbound call center support team that can coordinate with patients in real time and have prior healthcare support experience along with excellent communication skills.
The client was specific in their requirements and wanted to select candidates who can serve their broad needs of responding, interacting, understanding, and forwarding the patients' issues and requests. Thus, we leveraged the services of our Philippines' call center staff with similar skill-sets and who possess exceptional knowledge of the healthcare domain.
We realized that we did not have adequate training materials to acquaint our inbound call center specialists with the client's industry and its operations. Thus, we sat with the client and took the operation's team expertise to develop the training contents in the least possible time. Thanks to the perseverance of our team, we trained them with enough time still left in our hands.
Through our inbound call center support solution, we were able to streamline the patient interaction that helped both our client and their end-customers. Our services made the client happy, and soon they signed the contract. After a few months, they referred our service to their partner in India and promised to refer us more in the future.
O2I is a leading inbound call center support service provider, offering a range of other call center services to international customers. Our team of customer support staff in India and the Philippines can follow-up with your customers in the most professional manner. Over the past 22 years, we have served more than 18488 customers in more than 167 countries.
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