With precision staffing, and nearshore remote brand ambassadors, Omni lowered customer support costs while improving customer satisfaction
Denver, CO, May 3, 2023– Omni Interactions, Outsource Provider of the Year winner, continues to revolutionize the contact center and customer experience industry saving clients 25%+ on CX operational costs while providing the most flexible and technologically advanced outsourced customer support solutions. With constant increases in healthcare costs, Omni’s longstanding healthcare client is always looking for ways to keep costs down for its patients. In addition to having an internal team, they needed an affordable outsourcer to handle more redundant processes while still providing quality care. Omni manages patient-facing interactions as well as hardware support for medical devices such as blood pressure cuffs. Omni utilizes Omnichannel technology to provide patient services over the phone, email, text/SMS, chat, and fax.
With Omni, Mat Makay, the Senior Director of Central Support no longer needed to worry about 15% shrinkage, PTO and sick time, coaching leads, managers, supervisors, and equipment costs. “My management costs are 75% lower because I don’t have to worry about covering my coaching leads or frontline supervisors and managers,” said Makay. “Our cost savings using Omni are anywhere from 35% to 55% vs doing it in-house. For companies looking to outsource, you need to look at the cost holistically and not just the agent hourly rate.”
When the organization needed to cut costs further, the company switched from Omni’s onshore solution to its nearshore solution with remote brand ambassadors located in Guatemala. As companies in the country today face economic challenges, they can use Omni to reduce costs while providing the same quality.
“Guatemala is an excellent outsourcing location because there is a large access to English-speaking populations with strong technical skills, education levels, and cultural affinity,” said Karen Pavicic, Chief Executive Officer at Omni Interactions. “They are also in a similar time zone and are close in proximity to the US making it easier for communications and visits. Operationally, it was an easy switch to transition from the US to Guatemala because of our innovative business model that utilizes remote brand ambassadors from across the globe.”
Makay continued, “I’ve been in the contact center world for 20 years and I’ve worked with a lot of vendors. Partnering with Omni is like partnering with their executive team. They’re just awesome people to work with and bring a level of transparency and honesty I hadn’t experienced before. Our quality scores have been some of the highest that we’ve ever had from a vendor perspective. I highly recommend Omni.”