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CASE STUDY
Check out some of the projects we have completed.
Exceptional Customer Support for our Healthcare Client
Call Center Ops, Customer Support
Our client, a leading healthcare provider in the United States, required robust customer support to handle patient inquiries, appointment scheduling, and insurance claims processing. They sought a reliable partner to enhance their customer experience (CX) and ensure consistent, high-quality service. The client partnered with OS Team to manage their contact centre operations.
Our Solution
OS Team deployed a specialised team of 35 experienced customer support agents trained in healthcare processes and patient care protocols (all with prior healthcare account experience). The team operated 24/7 to cover different time zones and ensure uninterrupted service. A dedicated Quality Assurance (QA) team monitored performance to maintain high service standards. In addition to customer support agents, we provided team leaders and supervisors to manage day-to-day operations and ensure seamless coordination.
Performance Metrics
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Net Promoter Score (NPS): 75
Our healthcare client saw a significant improvement in customer satisfaction, reflected in an impressive NPS score of 75. This was achieved by focusing on empathetic communication, actively listening to patient concerns, and providing solutions swiftly. -
First Call Resolution (FCR): 85%
By emphasising comprehensive training and knowledge sharing, our agents resolved 85% of customer issues on the first call. We utilised an integrated knowledge base and regularly updated it with new information to ensure agents could access the latest resources. This not only improved efficiency but also increased customer trust and satisfaction. -
Customer Satisfaction (CSAT) Score: 92%
Our customer satisfaction score was a stellar 92%. This was achieved through consistent monitoring, feedback loops, and coaching. We employed real-time data analytics to track customer interactions and identify areas for improvement. Regular workshops and training sessions helped our agents stay updated with the best practices in customer service and healthcare compliance.
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How We Achieved These Numbers:
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Rigorous Training: Our agents underwent rigorous training programs focused on healthcare regulations, empathy, active listening, and effective problem-solving techniques. This enabled them to handle complex healthcare-related inquiries confidently and correctly.
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Technology Integration: We utilized advanced CRM software and AI-driven call analytics tools to monitor call quality and agent performance. These tools allowed us to gather actionable insights, streamline workflows, and provide real-time support to agents during their calls.
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Continuous Improvement: We followed a continuous improvement model, refining our processes using feedback from QA assessments, client reviews, and customer surveys. Regular calibration sessions ensured our agents' performance aligned with client expectations and industry standards.
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Employee Engagement: High employee engagement leads to better performance. We created a positive work environment with recognition programs, career growth opportunities, and wellness initiatives to keep our team motivated and focused on delivering exceptional service.
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Why Others Should Work With Us
Expertise in Healthcare: OS Team's experience in handling healthcare accounts ensures compliance with industry regulations, safeguarding patient information while delivering high-quality support.
Proven Track Record: With NPS, FCR, and CSAT scores well above industry benchmarks, OS Team demonstrates its ability to enhance customer experience effectively.
Scalability: We can quickly scale operations to meet growing business needs, making us an ideal partner for companies looking to expand their customer support capabilities.
Cost-Effective Solutions: Based in Cebu City, Philippines, OS Team offers competitive pricing without compromising service quality, making our solutions both effective and affordable.
Dedicated Support: Our clients benefit from a dedicated account management team that ensures smooth communication, transparent reporting, and alignment with business goals.
Conclusion
Partnering with OS Team allowed our healthcare client to deliver exceptional customer experiences, increase patient satisfaction, and improve operational efficiency. Our commitment to quality, continuous improvement, and employee engagement sets us apart as a leader in the BPO industry. By choosing OS Team, other companies can expect the same level of excellence and results-driven performance.
Ready to Transform Your Customer Experience?
Partner with OS Team and see the difference that dedicated, highly trained professionals can make in your customer support operations. Whether you’re in healthcare or any other industry, we have the expertise, technology, and commitment to elevate your customer service to the next level.
Contact us today to discuss how we can help you achieve higher customer satisfaction, improved efficiency, and exceptional service quality. Let’s work together to create outstanding customer experiences that drive loyalty and growth for your business.