Process improvements reduce stress and boost conversion rates

Team’s success earns us new customer acquistion and sales programs

Challenge

A durable medical equipment provider required an outsourced contact center partner who could handle an increasing volume of inbound calls. Not only was the client overwhelmed with the growing call volume but also lacked the proper reporting infrastructure, had no way to measure service levels efficiently, and needed a technology platform that could facilitate call routing and redundancy.

Solution

The client launched a program with Transparent BPO in August 2017 for the express purpose of taking inbound product reorder calls from existing customers.

Due to that program’s success, the company quickly entrusted us with an outbound new customer acquisition campaign and, later, an outbound reorder program to follow up with customers the company gained through our sales efforts.

TBPO focused on three key success drivers:

  • Lowering the transfer percentage of tier 1 to tier 2 calls
  • Increasing order conversion rates and SPH
  • Improving processes to achieve greater efficiency and lower costs
Process improvements reduce stress and boost conversion rates

Thanks to our team’s success, the client then asked us to pilot another program for a sister company that provides software to manage patient product orders.

Results

To learn how Transparent BPO can deliver the same results to your company, contact us via email or call us at 1-800-276-5140. A member of our friendly sales staff will reach out to answer your questions.