1. BUSINESS PROCESS OUTSOURCING CASE STUDY
A US-based premier provider of medical record retrieval offers
insurance companies the fastest record retrieval service in the
industry. In so doing, they have revolutionized how the Life,
Disability, Long Term Care and Health Insurance Industry orders,
tracks and receives the necessary requirements.
To ensure that the most important component of the
insurance underwriting process is efficiently taken care of.
To offer the fastest turnaround time to ensure that records
are retrieved and submitted effectively.
Professional, detail-oriented agents dedicated to each
individual case via clear and informative daily updates. All
cases screened daily with detailed follow-up reminders.
12 675 calls per day
31 680 minutes talk time per day
97% quality assurance rate
91,4% agent capacity rate
Agent retention: 9 months
Retrieving 15 000 completed records monthly with 10 000 active
medical records in progress
BPO of choice for five consecutive years