Backoffice Pro Transforms Healthcare BPO with Native Language Support, Elevates Customer Satisfaction from 47% to 87%

The Brief

• Client Profile: A leading healthcare BPO provider based in the UAE. They specialize in delivering services to a predominantly Arab customer base.
• Industry Domain: Healthcare BPO
• Challenge Faced: The client struggled with low customer satisfaction, hindered by language barriers between non-native Arabic-speaking staff and their Arab clientele. Additionally, inadequate training and 24/7 support led to inefficiencies and poor service delivery.
• Project Objective: The goal was to revamp the BPO platform by addressing language and cultural barriers, enhancing training, and extending support hours to improve customer satisfaction and operational efficiency significantly.

The Solution

Backoffice Pro developed a tailored solution to address clients' challenges and improve their BPO operations. The approach focused on language support, extended hours, and system enhancements. Key components included:

• Native Language Support: Hired native Arabic speakers to bridge language and cultural gaps, improving communication and service quality.
• Extended Support Hours: Expanded support hours from 8 to 12 daily and introduced multiple shifts to provide round-the-clock assistance.
• System Upgrades: Upgraded the BPO system with advanced voice, email, and internet services to streamline operations and reduce turnaround time.

The Outcome

Implementing the new system led to remarkable improvements in customer satisfaction and operational efficiency. Key results included:

• Enhanced Customer Satisfaction: Customer satisfaction surged from 47% to 85-87% within two months, reflecting a significant improvement in service quality.
• Improved Turnaround Time: Turnaround time was reduced by 24%, which led to quicker issue resolution and enhanced service reliability.
• Business Revitalization: The improvements led to a revitalized business performance, better customer relations, and increased operational efficiency.