The Client
When COVID-19 cases began to peak in the spring of 2020, a state agency needed a way to provide comprehensive assistance to citizens for COVID testing appointments and delivery of test results. They needed a partner that could help them scale customer support up down as the number of COVID cases increased and decreased.
Challenges
Solutions
Results
Through our customized offering of nearshore staff augmentation, The Functionary deployed 50 virtual assistance agents who handled an average of 41,900 calls per month.
With the compassionate customer service training along with strong knowledge of the client’s processes and policies, our agents were able to deliver top-notch service to help the client successfully aid patients during the most significant public health crisis of our generation.
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