Case Study: Health and Public Sector

pharmacovigilance Call centre services

Health Care Call Centre Arema Connect Services

Case Study: Health and Public Sector

Objective of this Case Study

This case study will provide an insight into:

  • Experience working with the Health and Public Sector
  • Arema Connect as a reliable and trustworthy partner
  • Capacity of fulfilling project’s scope and timing on an on-going basis
  • Ability to perform both small and large projects
  • Data Protection Handling Process requirements

Description of Project & Scope of Work

Our client required a dedicated team to provide an on-line e-mail handling service and inbound telephone support line.

Business Challenge

Due to the sensitive nature of the  information collected from our Contact Centre, our client faced the following challenges while selecting a partner:

  • Data Protection & Security
  • Reliability & Trustworthy Outsourcer
  • Ability to integrate with their in-house software programs
  • Daily reports on all interactions
  • Call recording facilities
  • ISO certified provider
  • High staff retention to minimise the “induction” training required during the contract.

Our Proposal

The duties we carry out for our client are as follows:

  1. Online Registration by phone
  2. E-mail Handling (on-line queries and registration requests)
  3. Inbound Mail Registrations (Self Registrations Forms)

Callers ring in or e-mail to our dedicated information line or dedicated e-mail address.

  • E-mail Handling Process

    We have dedicated agents working onsite in our client’s premises and their main duties are to reply to online requests. They have direct access to our clients support team to deal with non standard queries and to ensure confidentiality of service.

  • Telephone Answering Process

    We provide our client with a range of dedicated numbers which are routed directly to their dedicated team.

We answer the phone and introduce ourselves and then identify the nature of their query.

“Good Morning/ Afternoon/Evening xxx, Lydia speaking, how May I help you?”

We follow the procedure as outlined by our client

Results

Due to the success of the initial Campaign we tendered for and won 3 additional projects with the same client in 2012.

 

 

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Health Care Call Centre Arema Connect