Healthcare tech company needs on-demand agents to support high growth & seasonal peaks

ShyftOff extends its team with gigcx agents
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background

A healthcare technology company partnered with ShyftOff to improve their customer service for end users and their life-saving technology. During the first quarter of the year, the company typically receives an influx of calls from end users and employee benefit plans opting-in to use their smartphone solution that monitor chronic conditions.

Customer Challenges & Needs

This healthcare technology company was rapidly adding accounts and doubling its customer base annually. They anticipated a record call volume in 2022 and beyond and required a partner with a model flexible enough to support their growth.

  • Need flexible agents available to support weekly fluctuations in customer demand
  • All agents must be US-based and HIPAA certified
  • Require custom system integration with Zendesk
  • Expedited agent onboarding
  • Experienced and supportive agents that provide exceptional customer service

The Results

Cut operational costs by more than 35%

Improved answer rate by 98%

Custom zendesk integration & agent training

We work closely with your team for the first 3-4 weeks to setup your on-demand workforce. We understand your staffing requirements, create risk management plans, and establish metrics for success.

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how ShyftOff deployed dozens of agents in time for peak season

Built a custom integration with Zendesk & met the client’s extensive security and privacy program requirements
Converted existing training to a custom self-paced learning program focused on HIPAA compliance and Zendesk best practices
Onboarded & certified 3-5x the number of agents required for peak season
Augmented their current operating model to flex agents for every day and seasonal operations
Effortlessly expanded the scope of agents to cover multiple support channels
Shyftoff continues to support everyday operations, surges, and dips

what our partner thinks

Working with ShyftOff was a positive experience for our organization.

We were in a situation that required significant additional customer support urgently, due to a project rollout. Trevor and Brett were accommodating to our needs for the call volume, and they were able to scale and train their staff for our campaign in an impressive turnaround time and schedule the needed staff for the duration of the service contract.

Throughout the service period, they were available via Slack, email, and phone, and practiced consistent communication in checking in with us on any information they needed, and whenever we had a question, they came back to us promptly.

They were great to work with and sourced quality agents.

Jessica Meister

Communications and Client
Services Manager,
Sustainable Westchester

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