A tech-driven business determined to clear the way for healthcare by elevating non-emergency medical transportation services around the US. With their advanced technology and vast network of approved transport suppliers, the company offers an efficient, budget-friendly solution that also enhances the patient journey – servicing some of America’s leading Medicare Advantage, Medicaid and care provider programs.
They needed to partner with an outsourced provider of customer support in order to solve problems around call volumes. They also needed to keep service levels high while keeping costs low, so they could continue to pass on lower costs to their customers. They were experiencing high volume hours on Mondays, weekday mornings, and seasonal spikes.
The need for healthcare services doesn’t stop on weekends, overnight, or Holidays. The company needed to provide 24/7 365 support to its customers but was unable to staff efficiently due to spikes in call volumes throughout the week and year. They would see large spikes in calls on Mondays, weekday mornings, and other seasonal spikes. If they tried to staff internally, they would experience hours during the day when there were not enough calls for the staffed agents, creating unproductive hours and increased costs. Additionally, there would be hours in which call traffic exceeded the amount that agents were able to handle, meaning customer calls were not being answered quickly. When dealing with customers who are looking for transportation to hospitals and doctors’ appointments, timely support is critical.
Omni Interactions has access to top talent from across the nation with its proprietary sourcing model. Instead of hiring in one physical location, Omni attracted remote workers that have more education and experience than the typical call center agent. Additionally, because Omni can hire across the nation, they have a network of over 76 thousand remote workers with dedicated experience in the healthcare industry.
They originally agreed to 42 workers. In less than one month, after seeing the success of the program, they increased their contract to 300+ total workers. Because Omni has an active platform with over 76 thousand workers with healthcare experience, Omni easily filled the shifts, adding over 300 people in just 5 days. Omni can effortlessly scale workers up and down to meet the demand. In addition to scaling up and down to save the client money, Omni also schedules shifts in 30-minute increments for more accurate forecasting and efficiency.
Omni exceeded all expectations by ramping up 300 people in 5 days. The client was impressed that Omni could scale up to meet their call volume in such a short amount of time, stating “Omni is a true partner. I appreciate their speed to meet our increase in call volumes. They flexed from 40 to 300 workers in just 5 days.” In addition to speed and flexibility, Omni’s skilled workers are providing high-quality services to citizens in need.
If you're ready for consistent, reliable, high-quality outsourced customer service, get in touch with us today!