A significant HealthCare supplier drew in Pointel to build up an assortments voice self-service solution to connect proficiently and successfully with their clients about past due amounts. Pointel’s voice self-service solution assisted with bringing down operational expenses, increment productivity and gather more dollars. This solution additionally opened up agents to work on more records and thusly gathers more dollars.
Collection Organizations inside the enterprises and collection offices are continually compelled to gather more with less staff. For this situation, the HealthCare Provider was seeing approaches to improve operational effectiveness of the collection contact center and empower agents to work on more records. On Analysis, the accompanying business challenges were distinguished.
Pointel with its numerous long stretches of involvement with actualizing contact center solutions fabricated a voice self-service solution that tended to all the above business challenges. The solution was worked to use the current heritage collection framework. Since the inheritance framework was utilized to produce the solution, all the current business rules were safeguarded. This solution was versatile to add extra voice self-service applications with zero effect on the current applications and framework.
“Pointel has been the most effective seller who has met and outperformed our expectations. They conveyed precisely what we needed and what they vowed to convey. Pointel solution empowered us to get ROI sooner than our unique assessment. The project was delivered on time, on budget without any time delay.”
Clients had the option to get to the system 24×7 from anyplace and whenever. The quantity of calls replied without help from anyone else service during non-business hours brought about diminishing of incoming calls during the business hours. This straightforwardly improved agent’s efficiency by empowering them to deal with more accounts during peak collection times.
- Reduced exchange costs by utilizing self-service to give clients capacity to listen and make payments. 30% of the incoming calls were finished in the self-service framework as per the general inclination of the client.
- Decreased normal handle time by doing HIPPA check on the self-service framework.
- Decreased service times by routing the call brilliantly to the most informed agent.
- Improved operational proficiency via consequently playing a redid message on the client’s answering machine.
- Improved proficiency by sifting the calls. Closed accounts and informational calls (Like due date and due amount, mailing address) are consequently taken care of by the framework.
Expanded consumer loyalty by preparing payments utilizing the most elevated level of security.
Upgraded consumer loyalty by transferring the call with the information entered into the framework, so that the caller doesn’t need to rehash all the data.