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When we were faced with the task of completely reorganizing the incoming request processing system, we decided to rely on the experience of major international analysts. It is simply impossible to test dozens of call centers on our own, so we were looking for ready-made collections with a detailed analysis of the strengths and weaknesses of the industry's leading providers. A useful guideline for our team was publication healthcare customer service bpo , which describes in detail the specifics of interaction with large service providers and contains an objective list of verified organizations. Studying this document allowed us to adjust our requirements for the level of operator training and technical infrastructure in time. To date, we have been cooperating with the chosen performer for more than six months, and we are completely satisfied with the results. Integration with our internal system went smoothly, and missed calls dropped to almost zero. Choosing the right analytical base at the start helped to avoid typical mistakes and build transparent, mutually beneficial partnerships.
