Introduction
A health information technology services company needed to expand its support of the Hispanic community. This company provides technological, operational, and consulting solutions and services to patients, providers, and pharmaceutical companies as well as state and federal governments. This company was faced with the task of reducing expenses for their clients while also needing to increase its support of the Hispanic community across the various markets it serves.
The Challenge
The Health Information Firm was utilizing an in-house contact center as well as two contact centers in the Philippines. The challenge they faced was two-fold: the in-house contact center was expensive and counterproductive to their need to trim costs for their clients. The contact centers in the Philippines were less expensive than the in-house agents, but the time zone and strong accent of the Philippine agents proved to be difficult and inefficient. The Health Information Firm wanted to find a partner that could fully support the growing Hispanic population they were serving and continue to save operational costs.
Solutions
The Health Information Firm chose Centris to provide the bilingual customer service support they were needing. They chose Centris because, in addition to providing excellent bilingual support, Centris agents complete a rigorous certification program in order to become HIPAA compliant. As a result, Centris provides customer support for many healthcare organizations and is trained in numerous different patient management systems, transitioning quickly and seamlessly between platforms. Centris agents also understand the importance of privacy and security within the healthcare industry. Additionally, with the nearshore contact center model, they would see a substantial reduction in their operating costs thanks to the close proximity of Mexico to the United States.
Added benefits
Within a few months of the relationship, the Health Information Firm realized that Centris brings many additional benefits to their company they didn’t initially consider. With Centris’ contact centers located in Mexico, the additional benefits include:
- Proximity & Operational Control: With Mexico being so close to the U.S. and sharing time zones, the Health Information Firm could easily communicate during regular business hours, and visiting the contact centers was a quick trip.
- Cultural Similarities: With close proximity to the U.S., Centris’ agents understand U.S. culture and were easily able to assist the firm’s customers appropriately.
Summary
This Health Information Firm was able to move the majority of its customer service operations to Centris and in doing so, enjoys a CSAT rating consistently above 93% each month. They have been able to reduce operational expenses by hiring a nearshore contact center that can effectively communicate with their customer base at a savings of 45% compared to U.S.-based contact centers.
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