Transforming Outbound Calling for a Healthcare Billing Company
PRG · Healthcare
What PRG was facing.
PRG, a healthcare billing organization reliant on outbound calling, faced operational challenges with its legacy phone system. It could not support a growing remote workforce or provide tools for tracking performance and onboarding, leading to inefficiencies, high attrition, and bottlenecks.
- Legacy phone system could not support a growing remote workforce
- No tools for tracking performance or streamlining onboarding
- Operational inefficiencies created bottlenecks across the organization
- High employee attrition due to lack of coaching and visibility tools
How Onetel Connect helped.
Onetel Connect, leveraging its agnostic expertise and access to 600+ providers, evaluated potential solutions tailored to PRG's needs. Through independent advisory support, Onetel Connect recommended Dialpad as the ideal AI-cloud-based replacement for the legacy phone system.
- Adopted a "contact center light" model using Dialpad Sell
- Transitioned from on-premise to a unified communications platform
- Enhanced outbound call capabilities with real-time metrics
- Enabled real-time call metrics and improved visibility for customer success managers
- Introduced AI-driven tools for performance tracking and data analysis
What made the difference.
Seamless Vendor Coordination
Onetel Connect managed all provider relationships, eliminating complexity and ensuring a smooth transition from the legacy system.
Strategic Advisory Support
Onetel Connect's expertise helped PRG navigate vendor selection and choose Dialpad as the right fit for growth.
Advanced Workforce Scaling
The solution enabled PRG to grow from 70 reps toward their goal of 400, improving operational efficiency at every stage.
Lessons from this engagement.
AI-powered communication platforms can transform outbound calling operations at scale
Vendor-agnostic advisory ensures the right solution is selected without bias
Real-time coaching and analytics dramatically reduce attrition and improve performance
Ready for results like these?
Tell us about your business challenges. We will evaluate your options, recommend the right technology, and deliver measurable outcomes.