field worker , notifying people of any cancellations or delays . “ It gives a really enhanced reporting suite for the organisation to show what their response time is and the efficiency of their manpower solution .” It ’ s not just about improving customer service , but also gathering vital data for business development . “ We ’ ve seen upwards of almost 70 % savings on resource scheduling and 50 % response time reduction in some cases ,” Anderson explains , adding that making staff more efficient out in the field can reap savings of up to 20 %.
Intelenet offers an extremely diverse and flexible suite of automated solutions , around 28 of which focus on healthcare , and many more which can be used in the industry . A key element of BPO for most businesses is improving the way customers can find answers without waiting for hours on hold , and healthcare is no exception . “ Whether with text or speech analytics , we can identify key words and trends that are popping up through chat windows or through our call centres . This helps organisations understand what people are talking about , what is driving them to engage , and how we can minimise the amount of patient or customer effort expended .”
LOOKING TO THE LONG TERM
Intelenet concentrates on longterm growth in a way that may seem counter-intuitive to some . As BPO is about minimising cost and maximising efficiency for business , organisations can do this so well that they end up with less work from a client . Speaking to sister publication Business Chief earlier this year , CEO Bhupender Singh commented : “ In the short term , this actually implies that for one or two quarters we are cannibalising our own business – but this is smarter than someone else doing it to us , as it enables us to do so in a planned manner and build stronger partnerships with customers who see us as a progressive partner .”
For the healthcare sector , it is equally important to build trust for the long term . “ It all comes back to the consultative approach ,” Anderson maintains . “ In healthcare , you get relationships that have grown significantly over years and years . Organisations leverage us more and more because they trust us . We don ’ t say : ‘ Great , we ’ ve got
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