And we did it while knocking every KPI out of the park!
Our innovation is proven to improve service quality.
Our leadership in digital transformation helps realize immediate efficiencies.
Our client wanted a partnership (not a black box), and collaboration is core to how we work.
Our audit came out squeaky clean.
Our retention rate was 25% better than industry average.
Our CSAT which consistently hovers around 97% is unmatched.
We have a knack for drawing in HCPs who are craving the ability to impact patients’ lives. And we grow leaders internally. This combo draws talent that makes a difference.
With an emphasis on injecting PharmDs and experienced call center agents into the frontline, we were able to transform first call resolution and lower abandon rates.
Our training model synthesized call volume across a complex landscape of therapeutic areas and drugs to shorten the learning curve and maximize coverage.
We empowered agents with cheat sheets, virtual team chats, role play, and online support to make sure they were ready for anything that would come their way.
We transformed interactions from one-way scripts to an interactive, digitally-powered approach that anticipates real-world scenarios and provides efficient workflows for better resolution.
While COVID-19 forced many into remote operations, we chose this more than a decade ago as an incentive for great performance. We are pros in delivering virtual contact centers that deliver.
We'd love to help you do the same. We've got it down to a science!
On March 11, when the World Health Organization (WHO) declared COVID-19 a pandemic, along with so many other organizations across the globe, the Alphanumeric Pandemic Plan kicked into action.
This included pulling up the Business Continuity and Disaster Recovery Plan, for which we do mock runs semi-annually, and quickly assessing how we’d need to adapt it to this surreal situation.
Here we are, months later, and I’ve come off of another call with another customer who is shocked and extraordinarily thankful that we have had ZERO interruptions to our business, which means ZERO interruptions to theirs (at least the portion that we manage).