Case Study: Innovative Healthcare Technology and Service Provider achieves faster scaling and high customer satisfaction with Omni Interactions

How Omni helps with peak call volume on Monday's and weekday mornings with over 300 flexible workers

The customer, an innovative healthcare technology and service provider, faced a significant challenge in managing highly variable call volumes, especially on Mondays and weekday mornings, while needing to provide 24/7 support. They partnered with vendor Omni Interactions to handle appointment scheduling and required a flexible staffing solution that could scale rapidly to maintain high service levels and control costs.

Omni Interactions implemented its remote workforce model, sourcing agents with dedicated healthcare experience from its large network. The solution allowed them to scale the number of workers from 30 to over 360 on-demand to perfectly match call volumes. A key result was ramping up from 40 to 300 remote brand ambassadors in just five days, ensuring timely customer support and achieving a high customer satisfaction rating.