The client saw a significant rise in customer interactions, while device malfunctions and patient misuse led to non-payments and financial losses. It needed to onboard qualified technicians quickly without letting QA standards slip.
A sharp increase in patient contacts.
Malfunctions and misuse drove non-payments.
Quality varied across the team.
Qualified technicians needed, fast.
Fusion CX implemented a comprehensive support framework built for rapid performance gains.
Recruited, trained and certified for L1 repeatable tasks.
A streamlined program to accelerate proficiency.
A scorecard for accurate data annotation and patient engagement.
Workflows aligned with compliance and efficiency goals.
Productivity rose 15% and revenue grew by $1M in just one month. The QA score reached 98% within 30 days, well above the 85% target, and errors fell 58% within 60 days.
Standardized SOPs and a centralized scorecard kept the team aligned on quality as volumes grew.
With the right onboarding process, skill gaps can be closed in weeks, not months.
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