GEC NEWS WIREAGC Networks Limited has delivered a comprehensive contact center solution based on Avaya technology for iCARE Clinics that has enabled the healthcare provider to enhance customers’ booking experience and drive customer satisfaction.
“Individuals calling our clinics are already under emotional stress so we are dedicated to alleviating a part of this by providing the most personalized and hassle-free experience. By leveraging a cutting-edge contact center solution, we have consolidated calls to all our clinics into a single expertly managed platform,” said Mr. Amit Kanchan, Head of IT for iCARE Clinics.
“We conducted thorough testing during and after the deployment to ensure process adherence and were very happy with the results. We conduct 8 mystery shopping audits a month and in each case, the system has enabled our agents to achieve near 100% positive rating- which is calculated after due consideration of a number of quality factors including time taken to answer a call, amount of time on hold, information provided, ease of booking and many others,” said Dr. Sanjay Agrawal, CEO at iCARE Clinics.
“We are extremely excited to be a partner for ICare in its growth trajectory and cater to business solutions which meet their needs and enhance their business outcomes.” Said Sanjay Ahuja, VP, AGC Networks
