Client Case Studies

At CareCall, we give you a voice in all aspects of your program(s). We work with you to customize and create call center solutions that correspond with your overall organizational goals. We communicate with your customers and patients in the same way you would. We hear your requests and understand your mission. At CareCall, you have a voice.

The following case studies are examples of how CareCall has listened to and worked with our clients to develop strategies and processes that meet their needs.

Sales Volume Triples through Outsourced Call Center

The CareCall business partner highlighted in this case study provides home and office installation services for television and theater entertainment systems and computer connectivity and electronic recycling across a footprint that includes all 50 states and Canada.

Situation Analysis

As a newly formed business, this client was experiencing rapid growth in its inbound sales volume beyond what it could handle internally. This growth produced tremendous strain across the sales operation, resulting in mishandled phone calls, lost leads, and vanishing revenue.

CareCall was prepared to effectively employ call-handling best practices to stop the trend of fading revenue. The CareCall solution was designed to meet the following client goals:

• Manage sporadic call volumes of undetermined quantity
• Meet and exceed sales and quality standards
• Minimize bottom-line costs through the recommended outsourcing solution
  

CareCall Solution

Based on the defined needs of the business partner, CareCall designed a solution that most effectively aligned with its client’s objectives. CareCall created and implemented a skills-based call routing program that utilized high-end telephony products and blended client needs into an existing, proven contact management platform.

During each stage of solution development, CareCall measured its activities against business partner goals to ensure alignment and, as a result, delivered:

• An on-demand, outsourced workforce.
• Courteous, trained representatives.
• Decreased bottom-line expenses.

Outcome

The client’s partnership with CareCall has delivered a positive return on investment in several ways. Since the inception of this program, sales volume has tripled, expenses have decreased, and CareCall has become a trusted partner.