10x increase in agents in under a year, scaling smarter CX for a fast-growing healthcare platform.

The background.

Growing rapidly, this leading digital mental healthcare platform required a CX partner that could keep pace, providing consistently brilliant experiences for a swiftly expanding member base while controlling costs. Despite working fully remotely, their initial US-based team of 120 agents was both relatively costly and constrained by limited training, resulting in operational risks and substantial fluctuations in service quality. 

With payers and providers increasingly open to offshore support, the company began a competitive RFP process to find a provider capable of delivering seamless service to their increasingly extensive customer base. Ultimately, our client selected Transcom for our cultural alignment, consultative approach, and on-site operational excellence.

The solution.

From day one, our CX advisory adopted a tailored, holistic approach combining efficiency at scale with top-quality service. To tackle growing demand and peak seasons, we introduced forecasting and scheduling models and expanded support into new channels including live chat. We also proactively identified and resolved risks related to member data visibility, providing actionable assessments and implementing new safeguards for confidentiality and compliance throughout. Transcom’s robust strategy, alongside our experts’ contributions to stakeholder education and change management, enabled our client to embrace sustainable outsourced support with clarity and confidence. 

Collaborating closely with the online therapy platform, we drew upon our rich experience and global talent base to determine the best workforce management strategies and location for their new CX operations. Within just 10 months of launching in the Philippines’ Davao, our team proved its value, scaling from an initial 40 agents to nearly 500 across two offshore sites to meet our client’s growing support needs. Our simulation-based training enabled us to rapidly accelerate agents’ development, matching the onshore team’s high CSAT while substantially reducing costs. 

The results.

Ultimately, Transcom’s partnership has proven highly effective across all key outcomes. Slicing support costs by 55%, our integrated strategy, smart offshoring, and innovative automation have provided the vast, efficient support our client requires to scale smoothly. Our customer obsession and focus on sustainable growth means that these gains did not come at the expense of quality. Rather, they reflect tangible improvements in CX, with our team earning our client an outstanding customer satisfaction score of over 95%. 

Combined with a 10% boost in the number of enquiries resolved hourly, this reflects the thousands of patients enjoying faster, more effective support and better outcomes across the online mental health platform’s userbase each day. Overall, our team’s success is a testament to Transcom’s ability to cultivate and maintain a happy, loyal user base throughout the healthcare leader’s growth journey, propelling our client to new heights.