One of the largest healthcare service provider of diagnostic services. The company offers a broad range of tests on blood, urine and other human body visce, it is having nearly 170 laboratories and 1500 collection centers
All the collection center & home collections are working in silos, there is no centralized view of customer service and service center performance
The satellite labs team , who are mostly in field there is no call recording to track customer call and service representative performance
All customer queries are handled by the excutives due to which lot of time is wasted in answering standard queries
The management don’t have any metrics or report to improve customer service process
Smart IVR System - Every center has a published number, IVR is linked with all the local center’s numbers. Customer calling from a particular circle would be prompted to the IVR defined for that circle.
Standard customer enquiries are resolved at the IVR itself -report status, center address details.
Offline agents- The satellite labs representive is configured as a offline agents, they can take call on their mobile.
CTI Intergration - Contact center is integrated with the CRM and all customer interactions are saved in the CRM.
All call center can be monitored and tracked from a centralized location.
Standard enquiries are automated - 24/7.
Even the incoming calls on mobile and landline can be tracked and monitored.
Detailed view is now available about every collection center and diagnostic center.