What evidence can you share that demonstrates the impact of the engagement?
The abandon rate was exceptional, basically zero. XACT scientifically determined how many agents were needed for each hour of the day. I used to do scheduling, and those calculations are not easy. Our executives repeatedly commented on how great those numbers were.
With an onsite call center, there’s typically a lot of chitchat, but we never ran into that issue with XACT. The conversion rates and QA scores were also impressive. We carried about a 35% conversion rate, from seeing a TV commercial to making a call and setting an appointment, and they maintained that.
We didn’t have any issues with missed calls, and the agents were always polite. Patients always assumed that they were part of the practice. We also created a bonus program to reward agents for high performance.
I couldn't have done my job without XACT doing theirs. They were a major asset. The admin work behind running a call center is huge, and they were constantly helping me improve. I was more capable of doing my job because of the training they did with their agents. I was able to trust that they were saying the right things to our patients.
It took some time to create the practice information directories, but once we had that up and running, the results were amazing. The agents could tell exactly where the call was coming from and answer with the doctor’s name. I’m not sure how they built the directory, but it was extremely helpful.
We were much more able to focus on our patients and how they were being treated. XACT made my job a thousand times easier and made my whole team more productive. They were answering about 2,500 calls every two weeks.
How did XACT perform from a project management standpoint?
Their people were wonderful, especially the agent supervisor. She would pick up problematic trends with agents and correct them before I even knew about it. She was on top of everything and always available. She audited at least 5–10 calls a week per agent and always provided the documentation that I needed for trainings.
We had all day meetings every other Tuesday. We had to stagger them because we couldn’t have every agent there at the same time. Even compared to having an onsite call center, the communication was XACT was always quick and seamless.
Between the different specials for individual practices and the documentation that we needed, it was a lot to keep up with. Also, if something was ever wrong with their reports, I could send an email and get a new, accurate report within a day.
What did you find most impressive about them?
I was impressed with how quickly they were trained. We would onboard about 15–20 practices at a time, and they were always ready to go live with a new cohort within a week.
At first, I was the one tracking everything, and I was sending panicky emails to Will without knowing it. He was always very responsive and never passed me off to anybody. Whatever the issue, he’d send a response and have it fixed. Launching with them was a breeze.
I felt like XACT was part of our team. I could’ve called anyone at the company, and they would’ve welcomed the call and helped me out. They’re very approachable and responsive.
They also never made excuses, which was significant for me. I hear excuses a lot. They were always upfront and transparent with us about any issues that they were facing. We knew what was going on at all times.
Are there any areas they could improve?
Actually no, I would still be working with them if it were up to me. We eventually transferred everything back to the practices, and the numbers plummeted. Personally, I wouldn’t have terminated the contract.
There are hiccups in every project, but with XACT, issues were fixed immediately. They knew exactly what needed to get done, and they delivered.
Do you have any advice for potential customers?
Make sure that you know what you need from them, and what they need from you. Build up a schedule with them based on your constraints. If you give them what they need, you won’t have any problems. They can get the job done.