GC Services Rises to the Challenge with Increased Health Center Calls
One of our longstanding clients is a large grocery chain, and one type of calls we handle for them is calls for their Health Center, typically dealing with employee and consumer wellness scheduling, scheduling for flu shots, pharmacy rewards program, assistance in managing digital prescription history, and website assistance. In the midst of the pandemic, our client reached out to us to see if we could support their COVID-19 Rapid Antibody Testing calls. Our agents have been fully trained, and are able to answer customers’ questions regarding the testing. They also have a list of resources to suggest to customers if the customers have questions beyond the scope of the testing calls. In addition, our team handled a short-term outbound campaign for this client, where our agents delivered negative COVID test results to customers who had taken a test at one of their pharmacies.
Our flexible staffing model allowed us to adjust to our clients’ ever-changing business needs. Our program for this client has modified and adapted to a work-at-home program, since the onset of the pandemic, even though our agent headcount has almost doubled, and we have added agents in another site to handle increased volume.
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