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Customized Bpo Process Solution

Overview

The healthcare BPO company struggled with cultural disparity, limited training, and insufficient support hours, causing low customer satisfaction.
A customized BPO platform was introduced, hiring native Arabic speakers and extending working hours to address the issues.
These changes led to a significant boost in customer satisfaction from 47% to 85-87% and improved turnaround time by 24%.

Story of the Customer

The customer is a leading healthcare BPO service provider based in UAE, struggling with low customer satisfaction levels due to linguistic and cultural barriers, lack of training, and inadequate customer support hours.
They provide customer support services to a predominantly Arab customer base, which requires round-the-clock assistance, but were failing due to their limited working hours and a long turnaround time.

The Challenge

Our client, a leading BPO service provider, grappled with significant challenges that were undermining their operational efficiency and customer satisfaction.

A notable language and cultural barrier existed between the non-native Arabic speaking BPO personnel and the predominantly Arab clients, impacting service quality.
The BPO's workforce lacked essential training and familiarity with standard BPO procedures, reducing overall efficiency and productivity.
Lack of 24/7 customer support and extended turnaround time of 7 days were affecting customer satisfaction and service reliability.

The Solution

Our expert team revamped the client's BPO platform using cutting-edge technology, language support, and extended work hours, significantly enhancing the efficiency and effectiveness of their operations.

Upgraded the entire BPO system with premium voice, email, and internet services
Reduced the client's BPO team's turnaround time substantially
Hired native Arabic speakers extensively to mitigate language and cultural barriers
Extended work hours from 8 to 12 and introduced multiple shifts for round-the-clock support
Implemented periodic enhancements to ensure the system's efficiency in the current BPO environment.

The Result

Our expert service revitalized our client's business within two months, skyrocketing customer satisfaction from 47% to 85-87%, and improving turnaround time by 24%.

Successfully boosted customer satisfaction levels from 47% to a remarkable 85% - 87% in just two months.
Achieved a significant improvement in turnaround time, with a notable increase of 24%.
Provided a professional service that effectively revitalized the client's business performance.
Facilitated a dramatic turnaround in the client's business, leading to improved customer relations and increased efficiency.

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Transforming Healthcare BPO with Native Language Support, Boosting Customer Satisfaction from 47% to 87%