A client experienced unexpected increases in call volumes, which was great for business but drained their budgets. We volunteered a solution that would reduce their costs and improve quality. Learn how we did it.
Innovation and continuous improvement are a big part of HealthConnect’s promise.
We had a client whose volumes were increasing very quickly, which was not a bad problem to have. But the issue was that the cost for the client was getting out of control.
We normally had a coop model, which meant that we had agents working on more than one contract, but we decided to go with the dedicated model, which showed us that it would save them money in the long run because the staff is dedicated to their model.
And another benefit of that was that the quality improved because these people were working specifically just on that contract.
The clients were very happy when we proposed the alternate business model to them, mostly because we were able to save them 26% off their budget while giving them more.
Creating better solutions is part of our continuous improvement mindset.
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