How a global medtech leader dropped handle time by 32% with Transcom’s specialized support.

A global medtech leader wanted to change how its business interacted with outsourcing partners. Existing outsourcing arrangements had created dependencies on established systems and support processes. This restricted the client from evaluating performance independently and maintaining total operational control. They required greater transparency and accountability from an outsourcing partner ready to present operational recommendations.

The company’s focus on diabetes care carries further challenges, including specific hiring and training constraints. Support agents needed technical knowledge, strong communication skills, and the capacity to adhere to strict documentation and regulatory procedures. However, their development of more advanced skills was slowed by standard progression frameworks from Tier 1 to Tier 2 roles. Fluctuating business needs meant the client required a more agile approach to staffing and overhead costs. The right partner needed to balance patient experience, operational efficiency, workforce readiness, and compliance with agile improvements - without compromising the quality of customer support.

Transcom responded to the medtech’s champion-challenger approach by rethinking the assumptions underlying established outsourcing models to meet the client’s unique requirements. Bypassing the standard requirement of Tier 1 experience for specialized technical roles, our team implemented a direct-to-Tier-2 recruitment model known as ‘street to seat’. Qualified candidates entered specialized technical roles directly, creating a swift pathway to expertise, with customer satisfaction scores just as high for these agents as those delayed by slower conventional progressions.

Our tailored approach to workforce capacity also extended to staff management. Rather than treating every new requirement as a permanent headcount expansion, we deployed and allocated resources in real-time according to demand. When a new quality initiative required resource expansion, Transcom rapidly mobilized 100 agents in the Philippines. Meanwhile, our partnership also established a 10-person offshore back-office team dedicated to ongoing support functions.

Beyond recruitment, we examined holistic approaches to improving the medtech’s operations. Transcom assigned a dedicated business analyst, supported by operational and quality teams, to review customer contact patterns, documentation errors, and process inefficiencies. This revealed the levers underlying performance metrics. Our team used these data points to create targeted coaching plans, redesign call flows, and recommend workflow modifications, while helping the client understand the causes of changing results and locate areas for further adjustments.

In optimizing the medtech leader’s digital customer journey, Transcom located friction points in their mobile application, account setup process, and device onboarding sequence. Our collaboration included both targeted recommendations for eliminating avoidable support contacts through structural changes and technology, as well as broader advisory discussions on enhancing customer journeys.

Ensuring operational discipline throughout these transformations, our team conducted structured quality reviews, root cause investigations, and transparent performance reviews. This facilitated ongoing compliance while enhancing the client’s oversight through transparency. Our engagement grew further with the launch of a new mainline support operation applying rigorous quality oversight and performance management across a wider range of customer needs.