Medilink, established in 2000 in Malaysia, offers Health Benefits Management Services (also known as Third Party Administration) to insurance companies and other healthcare payment providers.

The Bridge Academy assisted Medilink in establishing their first contact center in Indonesia, from workforce selection and customer service process flow consultation to infrastructure preparation encompassing telecommunications services, Customer Relationship Management (CRM) development, and training for the Contact Center Agent Team and Case Monitoring.

During the training program, participants were taught contact center terminology and how to communicate with different generations to foster positive and professional customer relationships, starting from understanding complaint types to handling them effectively.

This training also helped participants manage their emotions better, enabling them to recover quickly after facing challenging customer interactions. With the acquired skills, the Medilink team is better equipped to provide higher quality and more responsive customer service.