A global BPO strove to enhance operational functionality to allow for a successful entry into the healthcare vertical. With no WFM tool in place and inconsistent hiring processes across multiple sites, attrition rates were high and call quality was low.
Solution: EPIC worked with the client to design and develop hiring and training processes to reduce manual operations and improve use of analytics. The applications leveraged WFM and QA tools to provide increased automation and the ability to analyze quality data.
Result: Our client was given an operational effectiveness roadmap to reduce manual operations, review quality assurance, and implement WFM, speech analytics and screening tools.
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