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ISG Case Study
Call Center
The Client
Community Health Care
The Challenge
Find a cost-effective partner contact center that can assist residents in signing up and scheduling their Covid-19 vaccination appointments.
As a global leader in outsourcing, ISG is committed to help the County government in their mission to serve everyone calling for their vaccine registration and scheduling.
The Solution
ISG was chosen to be one of the primary partners for this project.
Our solution included but was not limited to onboarding experienced team members, a thorough onboarding program and provision of tools and technology needed to ensure efficiency and productivity.
Within a week, the pilot team was able to go live.
The Outcome
Elevating the Community’s Health.
Our team successfully manages over 8,000 quality calls per day supporting patient registration, scheduling vaccination appointments, and addressing inquiries from the county’s residents and workers. From a pilot of 35 agents transformed to 250 in a span of 1 month. With the team’s great effort and determination in driving the campaign, we have seen the significant outcome that contributed to the current figures in terms of vaccination rate in the County: 78.9% for first dose (1,455,174 patients) and 70.8% for second dose (1,177,689 patients).
We have also been able to expand our service outside the County reaching a wider population within the state of Illinois.We have also been able to expand our service outside the County reaching a wider population within the state.
Today, the partnership has evolved and remains steadfast to the agreement. ISG continuously provides support and fulfills its goal to ensure that the client delivers what it is set to do – to elevate the community’s health by getting everyone in Cook County and the entire state of Illinois vaccinated.