ShyftOff augments healthcare startup team with high-performing agents.
Background
A healthcare technology company partnered with ShyftOff to improve their customer service for end users and their life-saving technology. During the first quarter of the year, the company typically receives an influx of calls from end users and employee benefit plans opting-in to use their smartphone solution that monitor chronic conditions.
Customer Challenges & Needs
This healthcare technology company was rapidly adding accounts and doubling its customer base annually. They anticipated a record call volume in 2022 and beyond and required a partner with a model flexible enough to support their growth.
- Need flexible agents available to support weekly fluctuations in customer demand
- All agents must be US-based and HIPAA certified
- Require custom system integration with Zendesk
- Expedited agent onboarding
- Experienced and supportive agents that provide exceptional customer service
The Results
- Cut Operational Costs By More Than 35%
- Improved Answer Rate By 98%
- Custom Zendesk Integration & Agent Training