CASE STUDIES

Industry: Professional Services

Bluewave Services: Strategic Sourcing

Company Profile

Nationwide BPO in Healthcare migrates to CCaaS for enhanced flexibility and cost savings.

CHALLENGE:

The client, a Nationwide Business Process Outsourcing (BPO) operating in the healthcare industry, faced several challenges with their existing on-premises call center. With 400 agents working in a single physical location, they encountered limitations in terms of flexibility, talent acquisition, business expansion, and cost optimization. Additionally, they needed a robust business continuity plan to ensure uninterrupted operations during unforeseen circumstances, such as the COVID-19 pandemic.

SOLUTION

To overcome these challenges, the client decided to migrate their contact center operations to a new Cloud Contact Center. The following solutions were implemented:

Work-from-Home (WFH) Environment: The cloud-based solution enabled the company to move agents to a WFH setup, providing flexibility and reducing the dependency on a single physical location. Agents could now work remotely from different cities and regions, allowing the client to tap into a larger talent pool.
Expansion into Other Business Lines: The migration to the cloud contact center facilitated the client’s expansion into new business lines, including international operations. By leveraging the scalable and flexible nature of the cloud, they could easily accommodate additional services and increase their revenue streams.
Cost Reduction and Revenue Increase: The cloud-based solution helped the client reduce costs and improve profitability. By optimizing agent workflows and integrating lines of business applications, the average agent handle time was reduced from 8.5 minutes to 6 minutes. Automation was employed to minimize the need for manual quality assessment, leading to a reduction in quality agents and associated expenses.
Employment Footprint Expansion: With the cloud contact center, the client was able to expand its employment footprint to other regions of the country, leveraging lower labor costs and enhancing service quality. This expansion strategy allowed them to optimize their operations and achieve better efficiency.

RESULTS

The migration to the new Cloud Contact Center yielded significant results for the client:

Improved Efficiency: By reducing agent handle time and eliminating duplicate information entry across systems, the company achieved greater operational efficiency and improved the overall customer experience.
Cost Savings: The integration of systems and automation reduced labor costs associated with quality assessment and improved the profitability of every interaction. Additionally, the client benefited from reduced real estate expenses, training costs, and HR overheads by transitioning 300+ agents to a WFH model.
Business Continuity: The cloud-based solution proved invaluable during the COVID-19 pandemic. Allowing agents to work remotely ensured business continuity, enabling the company to continue operations seamlessly and thrive despite the challenging circumstances.
Enhanced Growth Opportunities: With the newfound flexibility and expanded talent pool, the client successfully ventured into new business lines, both domestically and internationally. This diversification of services contributed to increased revenues and business growth.