15toKnow is a rapid testing company operating on-demand, drive-through, and mobile in-place and mobile set up respiratory pathogens testing labs. During the height of COVID-19 vaccine distribution, 15toKnow provided 30,000 vaccines againstCOVID-19 in the Philadelphia area.
The appointment scheduling technology was a new and proprietary system built for 15toKnow. As with any new platform, some troubleshooting and optimization was necessary in the early stages. The rapid growth of the company and expansion of its testing locations and capabilities was also a challenge at times and scalability was imperative to working with that success.
By implementing a chat platform for 15toKnow, FTO was able to initiate a needed solution to ease call and email communication volume with the Customer Service team and provide a dynamic and efficient customer experience. Appointment scheduling directly translates to closed sales so the profitability of the company was
dependent upon fast responses and resolutions, successfully booked testing, and positive customer relations.
Fair Trade Outsourcing was immediately agile in response to pain points by quickly and efficiently scaling the agent team size, working closely with 15toKnow's IT and Systems Development department, and adjusting hours of operation to react to customer needs including reduced wait times, streamlined processes, and alleviating technical difficulties.
“ Easy to chat, very quick responses, and the person responded appropriately."
The work is done remotely by agents who process chat, email messages, and calls from 15toKnow customers. As front-liners, these agents schedule paid appointments, process payments, and provide appropriate responses to
questions and complaints. They also provide refunds and receipts for insurance reimbursement.
Top staff, dedicated to your success
Our people become your people. FTO's award-winning call centers help teams get more done in these areas:
By phone, email, chat or text — our agents resolve 98% of customer calls on first contact.
Billing, payments, bookkeeping, data entry, transcription and insurance claim processing with the industry’s lowest error rate (<0.6% on average).
Lead generation, appointment setting, and related data entry can help your sales team connect with qualified leads.
Technical support for customers or employees, with an option to refer complex issues to a US-based call center.
Claims processing and management, including filling missing information, data validation, and justification