In December 2020, Yourgene Health became a government approved provider for the Coronavirus Test to Release scheme. Support was needed to handle inbound queries from the general public and corporate clients in booking and managing tests. Yourgene Health needed a provider that looked after their core values, brand and that could give their customers a fantastic experience at every touch point.
Our robust onboarding and set up processes allowed us to deliver a full end to end customer service solution. Within 48 hours we were able to deploy a dedicated team of expertly trained agents. We aligned operational capacity to projected incoming volumes by completing detailed resourcing plans. We set up a bespoke technical solution to handle the incoming calls and emails and designed the IVR and communication templates to ensure the customers received a seamless experience. Quality Monitoring programmes were created and implemented to ensure compliance, business and customer service targets were exceeded.
TieTa achieved and exceeded all Operational and Quality targets, ensuring sales conversion rates were met whilst delivering top class customer service. Quality Monitoring results of 98% gave Yourgene the comfort of knowing their customers were in safe hands. The campaign quickly expanded and incorporated new projects including the day 2 & day 8 testing.