Disability Tracking

Issue to
Every month, the Human Resources department of a BPO Contact Center faced a significant challenge in the disability tracking process. This process was carried out manually, making effective tracking difficult. The process required a series of laborious steps, including verifying the authenticity of disabilities, confirming whether filing had taken place, and, if the information was not digitized, executing the filing. Additionally, continuous tracking of disabilities was essential to verify response observations provided by EPS regarding the effective payment of missed days.

Solution
The implemented solution to address these challenges involved the comprehensive automation of the disability process in a BPO Contact Center. The automated process began with verifying employee information in Novasoft and proceeded with handling filing, collection, and payments across various EPS, including Sura, Nueva EPS, Compensar, Salud Total, Famisanar, and Mutual ser. Once disability tracking was completed, a robot automatically notified the department head to keep them informed about the status of disabilities.
Results
The implementation of this solution led to several significant results:
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Achieved precise and efficient verification of the authenticity of disabilities.
The filing process was carried out efficiently and effectively. - Established rigorous tracking of disability payments, ensuring timely compliance.
- Generated a monthly comprehensive report on disabilities for better control and decision-making.
- The productivity of the Human Resources department increased by an impressive 360%.
- Effective monitoring of disability filing, collection, and payment was implemented, improving visibility and control of the process.
- In total, over 151,000 interactions were successfully managed, demonstrating the efficiency and success of automation at Almacontact.