Teladoc Rolls Out Five9 - The Prescription For A Healthy Call Center
“The rollout was planned for 6 months but only took 45 days. It was a rapid, flawless implementation and performance has been impeccable. I highly recommend Five9.” -- Gary Britton, Vice President Operations, Teladoc
Teladoc, Inc., the leading provider of telehealth services, has been focused on bringing virtual care visits into the mainstream of today’s health care ecosystem. By using telephone and videoconferencing technology, Teladoc provides on-demand remote medical care via mobile devices, the internet, video and phone.
Teladoc operates their contact center 24 hours a day, 7 days a week and handles nearly 3,000 to 4,000 calls per day. Teladoc completes an average of 4,000 virtual doctor visits per day by phone and video. About 50% of their visits are inbound calls to the contact center. For the first 5 years, the contact center was outsourced but unfortunately the vendor experienced high turnover rate. They realized they needed more reliable in-house contact center, a solution which provided better uptime, and more importantly didn’t cause outages which impacted their customers.
Teladoc decided to move their contact center in-house. During the first year with a new solution they experienced problems with outages, inconsistency, instability, unreliability, and lack of support from their vendor. They also had two major outages which resulted in customer complaints and lower customer satisfaction scores. Teladoc reached out to Five9 and asked for a quick rollout before Teladoc’s busy season started.
“We chose Five9 because it’s reliable, it could be deployed quickly, had a flexible API which could integrate with our custom CRM and also integrated with other systems we used,” said Britton. With Five9 they were able to accomplish their original objectives and see benefits including:
- Rapid deployment - 45 days instead of planned 6 months
- Increased uptime of 99%
- Improved customer satisfaction ratings of 97%
- Gained efficiencies 30% increase in call volume year-over-year with 20% less staff needed
- Sustained service levels at 85-90%
- Ability to scale up and down anytime depending on need
“Five9 understands our company and where the market is going, which helps us navigate social media, mobile technology and web. With what Five9 has to offer and analytics, we’ll be able to expand our offerings easier through multiple channels.” -- Gary Britton, Vice President Operations, Teladoc