After recently closing a very successful funding round and facing increasing demands, the company needed a 24/7 global helpdesk.
We combined our innovative outsourcing approach and the 20 years extensive experience of Concentrix in the Healthtech industry to improve their dedicated customer support team performance and ensure users have a seamless and positive experience.
We built a team of 10 industry outsourced experts and 1 team leader to support 1st level Technical Support 24/7 in English, the operations were set up in one of our certified HIPAA sites in Latin America.
It was experiencing exponential growth and was looking for an outsourcing for HealthTech partner with industry expertise who could deliver a great customer experience for the market it was operating in, while still keeping costs under control. The company needed to meet the expectations of two categories of stakeholders: patients and healthcare professionals and the stakes around engagement were high.
We supported the company with Patient and Health Professional Assistance with the help of a team of c.100 outsourced agents located in our sites in France and Portugal.
We implemented a selective recruitment methodology guaranteeing the sourcing of consultants with qualities required by the company. We used a Central gamification tool to animate and create engagement on the platform and built up a team in two of its sites to meet all stakeholder’s expectations.
