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CASE STUDY
Overcoming Seasonal Staffing Challenges in Healthcare Call Centers
Case Study:
Overview and Background
In the fast-paced world of healthcare technology, keeping customer service running smoothly during busy times is crucial.
A leading healthcare technology company, celebrated for its innovation and dedication to patient care, encountered a recurring challenge: managing a seasonal surge in customer inquiries while maintaining the same level of world class customer service.
This annual increase, tied to the natural cycle of their business, required a robust and scalable staffing solution to ensure uninterrupted service.
Operating at the forefront of healthcare innovation, this company needed a partner who could quickly and efficiently recruit top-notch temporary staff. The goal was not only to fill these temporary positions rapidly but also to ensure that new hires could seamlessly blend into their established customer service protocols.
The stakes were high—any delays or missteps in staffing could impact customer satisfaction and, ultimately, patient care.
Recognizing the unique demands of the healthcare industry, they turned to Hiregy, the call center staffing experts. With a deep understanding of healthcare sector challenges and a commitment to delivering exceptional service, Hiregy was ready to meet the challenges head-on.
CASE STUDY
CASE STUDY
Challenges
Faced with a predictable seasonal surge in calls, the healthcare technology company encountered several critical challenges in maintaining customer service excellence. These challenges were multifaceted and required immediate attention to ensure that the company could maintain its high standards of customer service while scaling up operations.
1. Seasonal Surge Management
The company faced a significant, temporary increase in call volume tied to their business cycle. Managing this seasonal surge required quickly ramping up the call center workforce to maintain service quality during peak periods.
2. Quality Assurance
Maintaining the quality of customer interactions was paramount. The company needed to ensure that all new hires possessed the necessary skills, reliability, and ability to adapt quickly to the company’s customer service protocols. Any compromise on quality could negatively impact customer satisfaction and, consequently, patient care.
3. Efficiency in Hiring
Recruiting a substantial number of phone associates in a short timeframe posed logistical challenges. The company needed a streamlined process to handle the high volume of applications without compromising on the quality of candidates.
4. Integration with Existing Teams
Maintaining the quality of customer interactions was paramount. The company needed to ensure that all new hires possessed the necessary skills, reliability, and ability to adapt quickly to the company’s customer service protocols. Any compromise on quality could negatively impact customer satisfaction and, consequently, patient care.
5. Specialized Skill Requirements
Given the nature of the healthcare technology sector, the company needed candidates who not only had strong communication skills but also a basic understanding of healthcare-related issues and technologies. This added an additional layer of complexity to the recruiting process.
Case Study
Solution
To tackle the challenges presented by the seasonal surge in call volume, Hiregy implemented a comprehensive and tailored staffing solution. This strategic approach ensured that the healthcare technology company could maintain high service standards during peak periods without compromising on quality or efficiency.
In-Depth Needs Assessment
Hiregy began by engaging in detailed consultations with the company’s leadership to understand their specific staffing requirements and the dynamics of their peak periods. This collaborative approach allowed Hiregy to tailor a recruitment strategy that aligned perfectly with the company’s operational goals.
Rigorous Screening and Selection Process
Hiregy deployed a meticulous multi-stage screening process, selecting only the most qualified candidates through a combination of resume screenings, behavioral interviews, and skills assessments. This process included:
- Initial Resume Screenings:
Filtering out unsuitable candidates to focus on those meeting the company’s criteria. - Behavioral and Situational Interviews:
Assessing candidates’ problem-solving abilities, adaptability, and fit with the company’s culture and service standards. - Skills Assessments and Background Checks:
Verifying candidates’ competencies and reliability through comprehensive evaluations and checks.
Continuous Feedback and Optimization
Hiregy’s involvement extended beyond the initial hiring and onboarding phases. They maintained ongoing support and feedback mechanisms to ensure continuous improvement:
- Regular Check-Ins:
Conducting regular follow-ups with both the company and the new hires to gather feedback and make necessary adjustments. - Additional Training and Resources:
Providing extra support and training as needed to help new hires succeed and maintain high performance levels.
Targeted Recruitment Campaign
Utilizing Hiregy’s extensive network and sophisticated recruitment tools, a targeted campaign was launched to attract top-tier candidates. This involved:
- Industry-Specific Outreach:
Advertising positions on specialized job boards and professional networks frequented by qualified candidates. - Compelling Job Descriptions:
Crafting detailed job descriptions that highlighted the unique benefits and opportunities of the roles, tailored to attract individuals with the necessary skills and experience.
Streamlined Onboarding and Training
To ensure new hires could quickly adapt to their roles and integrate seamlessly into existing teams, Hiregy managed a comprehensive onboarding process:
- Customized Training Programs:
Collaborating with the company’s HR and training departments to develop training modules that addressed the specific needs of the temporary surge period. - Ongoing Support and Communication:
Establishing clear communication channels to provide continuous support to new hires, facilitating a smooth transition and quick adaptation to the company’s protocols.
Case Study
Results
The partnership with Hiregy delivered substantial and measurable improvements for the healthcare technology company, effectively addressing the challenges posed by the seasonal surge in call volume.
1. Reduced Time-to-Hire
%
With Hiregy absorbing the client of sourcing, vetting, and initial screening of candidates they were able to reduce the time to hire by 40%. The client simply had to do a “final interview” (basically an introduction) with the candidate before bringing them on to their team.
2. Temporary to Permanent
%
Initially intended as a temporary project, the high call volume persisted beyond the original end date. Thanks to the high-quality candidates provided by Hiregy, 70% of the workforce was retained full-time by the healthcare client. This transition saved significant time and resources on training and onboarding, ensuring a smooth and efficient continuation of operations.
3. Enhanced Operational Efficiency
With a steady influx of skilled phone associates, the company experienced a significant boost in operational efficiency.
The seamless integration of new hires reduced the workload on existing staff and ensured that customer inquiries were handled swiftly and effectively, even during the busiest times.
4. Improved Customer Satisfaction
%
The quick and effective handling of customer inquiries by the newly hired associates led to a noticeable improvement in customer satisfaction scores. This was an increase of 15% compared from the previous year.
Clients and patients experienced shorter wait times and more efficient service, reinforcing the company’s commitment to high-quality customer care.
5. Cost Savings
%
The streamlined recruiting and onboarding process resulted in a 30% cost savings for the company.
By reducing time-to-hire and improving retention rates, the company minimized the costs associated with frequent recruitment and training, allowing for better allocation of resources towards growth and innovation.
Case Study
Conclusion
Hiregy’s customized staffing solutions empowered the healthcare tech company to seamlessly navigate their seasonal staffing challenges, achieving remarkable improvements in efficiency, customer satisfaction, and cost savings. The partnership resulted in enhanced operational efficiency, improved customer satisfaction, and significant cost savings, positioning the company for continued success and growth in the competitive healthcare technology landscape.
Their [Hiregy] expertise in call center staffing has been instrumental in helping us manage our seasonal surges. Their ability to quickly find and integrate qualified phone associates has significantly improved our service capabilities during peak times. The quality of hires and the seamless onboarding process have been exceptional
Hiregy’s expertise in call center staffing has been a game-changer for our operations. Their ability to quickly find and integrate qualified phone associates has allowed us to scale our customer service capabilities efficiently. The quality of hires and the seamless onboarding process have significantly improved our service delivery, and we couldn’t be more satisfied with the results.”
Ready to Solve Your Staffing Challenges?
Whether you’re facing seasonal staffing challenges or need to fill a large class of associates, Hiregy is here to help. As the call center staffing experts, we provide seamless, efficient, and high-quality staffing solutions tailored to your needs. Our experienced team ensures you get the best candidates who can quickly integrate into your operations, maintaining high service standards even during peak periods.
Contact us today to discover how we can help you overcome your staffing challenges and achieve operational excellence. Fill out the form below, and let’s start transforming your call center together.