iCARE Clinics rolls out new contact centre
Avaya contact centre deployed by AGC helps achieve near-100% customer satisfaction
The UAE-based healthcare chain has rolled out a comprehensive contact centre, to enhance customers’ booking experience and drive customer satisfaction through a single contact number, resulting in a 40% increase in appointment booking calls and near 100 percent% satisfaction.
The new solution covers all six clinics in the iCARE group.
“Individuals calling our clinics are already under emotional stress so we are dedicated to alleviating a part of this by providing the most personalized and hassle-free experience. By leveraging a cutting-edge contact centre solution, we have consolidated calls to all our clinics into a single expertly managed platform. Our customer care agents now have full insight into the availability of doctors and specialists across all clinics and can provide a level of personalised patient care that is a hallmark of our brand,” said Amit Kanchan, Head of IT for iCARE Clinics.
The contact centre was implemented by AGC Networks Limited, a part of the $40Bn Essar enterprise group. The solution has also been configured to give contact centre staff access to patient data to help improve call handling, while still preserving confidentiality standards.
The creation of a centralised contact number (800-iCARE), and the standardisation of the call handling process to ensure and improve customer satisfaction were the driving factors behind the deployment.. Kanchan and his IT team evaluated a number of solution providers and stated that AGC stood out from the pack because of ‘their keen understanding of iCARE’s business and requirements, sound technical designs, and transparency regarding processes and timeframes. AGC proposed the implementation of the Avaya Contact Centre Solution as it offered a great user experience not only from the external but even internal stake holders. The solution was designed to give the highest level of uptime and features which would ensure that the customer experience enhances when they interact on this system.
The solution integrator then expertly planned and executed the implementation with the systematic on-boarding of each of the brand’s six clinics onto the new contact centre without any disruption to the business. While the new system grants agents access to the information they need to better serve patients, it has been implemented in strict adherence to best practices and standards such as HIPPA to ensure the security of sensitive patient records.
AGC also delivered in depth training to both the technical and contact centre agent teams which has ensured that the new system is leveraged to its full potential and that all policies and procedures are understood and followed.
“We conducted thorough testing during and after the deployment to ensure process adherence and were very happy with the results. We conduct eight mystery shopping audits a month and in each case, the system has enabled our agents to achieve near 100% positive rating - which is calculated after due consideration of a number of quality factors including time taken to answer a call, amount of time on hold, information provided, ease of booking and many others,” said Dr Sanjay Agrawal, chief operating officer at iCARE Clinics.
With detail insight into metrics such as peak call hours, call volumes, and types of enquires now readily available, iCARE Clinics has been able to fine tune its service in line with customer needs. Kanchan believes that this ‘alignment of management with IT’ is vital to the organisation’s success. Increased efficiency and the convenience of a single number for all clinics has resulted in call volumes growing from 200-250 a day to over 400. This in turn has driven up the number of bookings and consequently the Clinic’s patient volumes.
iCARE Clinics has further enlisted AGC’s support with an annual maintenance contract for the solution and is looking to engage with the solution provider to on-board additional branches onto the system in the coming months. “We are extremely excited to be a partner for iCare in its growth trajectory and cater to business solutions which meet their needs and enhance their business outcomes,” said Sanjay Ahuja, VP, AGC Networks.