Inbound & Virtual Assistant
Primary Care Clinic
60%
cost reduction
Problem
- Hiring constraint during the 2020 pandemic
- High call abandon rate on incoming call flow
- Heavy backlog of administrative tasks
Solution
- Hired and trained an initial team of 3 within 2 weeks for appointment scheduling and confirmation
- Scaled to 8 team members within 30 days
- Added leads and expanded scope to inbound call management, appointment follow-up, fax management, and other admin tasks
- By end of year one, added a quality monitoring team covering US and India calls — including Spanish QA evaluations
Results
- Reduced average customer wait time from 5 minutes to under 30 seconds
- Reduced costs by 60% on the added workforce
- Achieved 90% utilization of staffed resources