Case Study: Leading Healthcare Company boosts CSAT and survey reach with Flatworld Solutions

Leading Healthcare Company - Customer Case Study

Leading Healthcare Company, a UAE-based healthcare services provider, was struggling with its BPO division’s customer satisfaction survey campaign. Flatworld Solutions found that non-native Arabic agents, limited support hours, poor process alignment, and very low customer reach and CSAT were preventing the company from meeting its SLA and business objectives.

Flatworld Solutions redesigned the survey process by deploying native Arabic agents, adjusting shift timings and working days, masking DID numbers by caller country, creating tailored rebuttals and reports, and strengthening operations with Lean/Six Sigma-based process improvements. As a result, turnaround time improved by 24%, customer satisfaction rose from 47% to 85%–87%, and the changes were delivered within two months.