Our customer is a leading UAE based healthcare based services company. Their BPO division handles millions of orders each month, but the client was unhappy with their process as the customer satisfaction surveys were not providing the desirable responses. Client approached Flatworld Solutions to design a customized BPO platform, and streamline their processes and policies, to help them meet their business objectives and achieve better CSAT scores.
Team at Flatworld Solutions did a study of the client's BPO division and processes, and took a note of few areas that needed immediate attention. Some of the challenges ahead of Flatworld's team were:
After analyzing the impending challenges, Flatworld Solutions set up a special team, the members of which had vast expertise in the BPO domain. We changed the entire survey process, including shift timings, type of calling agents (hired native Arabs), time of calling, rebuttals for any objections, etc. A special support operations center was established and equipped with voice/email/internet facilities, which aided in curbing the turnaround time considerably.
The following support services were offered by Flatworld Solutions:
Team at Flatworld was able to provide following results:
Our client was satisfied and pleased with our value-added services, as it provided the desired results. Apart from meeting the client's objectives, we also resolved several performance & product related issues that the client's company was facing earlier, which augmented the company's productivity significantly.
Read similar success stories from Flatworld Solutions, to know how our call center services helped our clients achieve their business goals in diverse situations.
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