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 

Challenge
  • 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
Solution
  • 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.
Result
  • 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.