THE CHALLENGE
• The client was already outsourcing to other centers and is looking for a replacement with a lower cost and quality service.
THE CLIENT
• Canada’s premier company who offer a cost effective solution for transferring and securing medical records for patients and health care professionals.
THE PROGRAM
• The client discovered One Contact Center through a referral from one of our former employees.
• One Contact Center was tasked assisting inbound calls on queries associated with the management of health records from physicians (other health care professionals) and patients.
• Eventually evolved in assisting inquiries received via email using client’s current platform.
THE SOLUTION
• OCC began by hiring agents with inbound experience and training them utilizing the client’s materials.
• OCC hired experienced CS agents to work in the campaign. Initially, the client was involved in all agent hiring to ensure a successful launch.
• OCC assigned dedicated quality analysts to audit 100% outbound calls and email. This resulted in high quality and accurate responses, which ultimately led to increased customer satisfaction.
THE RESULT
• The client was very happy with the performance and reduced the outsourced call center company to just one (us).
• Since excellent customer service was provided, the client increases the number of new and existing customers.
THE CHALLENGE
• Reduce the company’s massive backlog of medical records (reaching over 13,000) for review.
•The company was seeking to increase the evaluation of records per day and decrease the time it took to review each.
THE CLIENT
• A leading Health care provider that specializes in self-funded health, dental, short-term, and long-term medical plans with an emphasis on personalized services and efficient plan management.
THE PROGRAM
• One Contact Center was engaged to evaluate medical records and establish any pre-existing conditions while all metrics are followed. Accuracy of determination is one of the major metrics to obtain.
• One Contact Center was tasked with reducing record process time to under 10 minutes and to increase the number of medical records being evaluated on a daily basis.
THE SOLUTION
• We started by hiring nurses who had experience working with Blue Cross Blue Shield, Humana or Anthem Health Care in processing medical claims.
THE CHALLENGE
• A membership reward company is dissatisfied with the performance of their current outsource provider based in India. They are looking for a new provider based out of the Philippines who might have comparative rates to their existing provider with a much higher service level.
THE CLIENT
• A leading online membership reward company which pays real cash to millions of their members.
THE PROGRAM
• One Contact Center was engaged due to the client experiencing unacceptable customer response times which resulted in very low customer satisfaction.
• OCC was tasked with improving CSAT scores and increasing member loyalty.
THE SOLUTION
• OCC was tasked with improving CSAT scores and increasing member loyalty.
• OCC created a knowledgebase tool, which allowed the client to post and edit changes to the campaign’s operational procedures.
• OCC assigned dedicated quality analysts to audit 100% of chats and email. This resulted in high quality and accurate responses, which ultimately led to increased customer satisfaction.
THE RESULT
• OCC improved on the service level agreement with a customer response time of less than 2 hours.
• Evident increase in customer satisfaction from 74% to 95%.
• The client’s company increased memberships due to the patronage of loyal members. The client was very happy and recommended OCC to their sister company who also hired us after a basic presentation of our services.
THE CHALLENGE
• A California company wanted to outsource their customer service support to save money without sacrificing the quality of the service.
• The company visited the Philippines and shortlisted 5 outsourcing companies.
THE CLIENT
• A leading online vitamin retailer selling worldwide and currently having a revenue exceeding $1B.
THE PROGRAM
• The client discovered One Contact Center through a Google search and we established the initial partnership with only 5 agents.
• When the campaign began, the majority of the company’s agents were located in the US office and their annual revenue was approximately $300M.
• One Contact Center was given a CSAT goal of 95% and tasked to reduce the email response time to less than 5 hours.
THE SOLUTION
• OCC collaborated with the client to create all training materials because they did not exist at the onset. OCC worked alongside the Client to implement a more efficient staffing model and this helped to maximize the efficiency thereby increasing the rate in answering chats, emails and social media inquiries.
• OCC hired experienced CS agents to work in the campaign. Initially, the client was involved in all agent hiring to ensure a successful launch.
• OCC assigned dedicated quality analysts to audit 100% of chats, email, and social media responses. This resulted in high quality and accurate responses, which ultimately led to increased customer satisfaction.
THE RESULT
• The client continues to be delighted with our performance and the team has now grown to over 100 agents servicing the campaign after 4 years of partnership.
• The CSAT rate maintains at 96% and our email response time is less than 2 hours.
• The client’s revenue has grown to over $1B due to the increased patronage of existing customers and new loyal customers.
• Since the customer ships worldwide, the client also transferred their multilingual agents to OCC. OCC now employs native speakers of various languages such as: Mandarin Chinese, Russian, French, Japanese, Korean, and Arabic.
• OCC reached the #1 position, in two consecutive years, for chat and email handling in a benchmark study comparing over 150 companies including Apple and Amazon by StellaService Inc., a research firm based in NYC.
OVERALL QUALITY
Aim to Minimize Missed Opportunities & Maximize Highlights
STELLA SERVICE
Our clients participated in a StellaService benchmark study for online retailers including Sears, Amazon, Apply, Dell, Best Buy, Abercrombie and other large retailers.