Home-based agents help company reduce customer service costs by 20%.
Objective:
One of the world's leading providers of IT consulting and integration services needed a partner who could help them handle calls generated from the Medicare Part 'D' Prescription Drug program and remain within budget.
Solution:
Within five weeks, West launched a West at Home program to manage 24x7 customer support including: formulary, application status, fulfillment and other general inquiries. In addition, West developed an Interactive Voice Response (IVR) solution that would "front-end" all of the company's calls, including calls to their own internal call centers.
Results:
- West at Home was able to ramp up from an initial projection of 52 agents to over 1,900 certified agents in less than 60 days.
- Client was able to reduce their cost per call by 20%.
- West was able to bring the solution to market in an extremely tight timeframe.
- Enabled client to increase call capacity from an average of 10,000 calls per day to over 100,000 a day during the peak enrollment period.
- Maintained a call abandonment rate of less than 1%.
- Without the West solution in place the vast majority of enrollments would have been lost and along with it, approximately $84 million dollars in annual revenue.
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