Innovative High-Touch Support

With the rapid advances in medical devices, industry thought leaders agree that today’s best technologies strike a balance between reducing the overall cost of medical care and increasing safety and survival rates.

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With the rapid advances in medical devices, industry thought leaders agree that today’s best technologies strike a balance between reducing the overall cost of medical care and increasing safety and survival rates. Helping medical professionals utilize these technologies is critical in delivering more effective patient care. In collaboration with one of the world’s largest life sciences organizations, KellyConnect® architected and delivered a highly customized, fully outsourced solution to provide high-caliber, medically trained contact center talent.

The time-sensitive and focused contact center solution design was constructed to ensure a positive impact on patients’ lives and the quality of their care through the highest service-level delivery goals and execution. By listening to and partnering with our client—coupled with the application of our industry expertise—we were able to establish a solution that consistently outperforms service level expectations and industry standards. We can apply these same principles to your business.

CHALLENGE

  • Needed to create a customized customer support center with highly skilled advisors to meet the customer’s objectives

SOLUTION

  • End-to-end business process to establish unique, white glove customer care

RESULT

  • Customized solution design
  • 23,000 calls annually
  • Agent talent averaging 10+ years of medical industry/technical device experience
  • 95% service level attainment, < 2% abandonment rate, > 70% utilization
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