Skills-based Routing with VCC Live for Smooth Customer Interactions
In partnership with a number of local and international insurance companies, Teladoc Hungary offers a wide range of telemedicine services and provides health claims management. https://teladoc.hu/
As a company offering healthcare services to many customers, it is of utmost importance to be able to provide quick, smooth, and high-quality customer care services every hour, every single day of the year.
Handling particularly high inbound call volumes, it is always challenging to be able to route callers to the best suitable consultants who are able to help with their questions. In all cases, Teladoc Hungary strives to provide the best possible service to its ever-growing customer base, and it has always been a challenge to reduce average waiting times and provide the right capacity to handle calls.
As a business strongly relying on their inbound calls, Teladoc Hungary needed to leverage a secure and scalable cloud-based call center solution that could allow them to better allocate their workforce to make sure their clients receive the help they need in the possibly shortest period of time. VCC Live’s modern call center software offered a wide range of features that helped Teladoc Hungary to take their customer service experience to the next level:
Skills-based routing allows the company to route calls based on competencies and therefore guarantees that calls are handled by the most suitable consultants.
Real-time monitoring enables supervisors to immediately react to peak periods by transferring resources from one queue to another.
Advanced, detailed reports greatly help the company better schedule their workforce and closely monitor the quality of their consulting services.