Client
An aesthetic healthcare company with treatment centres across India, serving over 10,000 patients from 14+ countries.
Requirement
The company recently established a call-centre hub in Chennai with 24/7 support agents. The company wants every call routed to available agents, which is not the case with the current setup. Because their company relies heavily on appointments, they needed a call-centre system to handle all calls, including international calls.
Challenge
The company is constantly upgrading to meet international standards in response to technological advancements. Furthermore, the company claims that the general public is overloaded with incorrect information about aesthetic treatments, making it difficult for the public to find the right healthcare provider. Other challenges are highlighted, such as reducing customer wait time, providing self-service options, and providing visibility into agent interactions to measure customer satisfaction.
Solution
Viva Meet
Viva offered Viva Meet to improve the company's overall call operational excellence with the following benefits:
- Improved agent workflow.
- Reduced time spent handling calls.
- Integration of remote agents into a single environment.
- Reduce capital expenditures.
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Client
An aesthetic healthcare company with treatment centres across India, serving over 10,000 patients from 14+ countries.
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