Simplifying life with a centralized call center
CLIENT
Regional medical practice
Situation
Practice leadership decided to centralize appointment setting and other functions within a call center that would support all existing offices and more as they continued to acquire more sites and grow. The practice piloted a central phone answering approach for four offices but wasn’t sure how to expand that set-up to cover the entire practice. Without any experience launching a call center, they needed guidance on what technology to buy, how to define the processes and procedures, and how to launch the center.
Objective
Define what would be in the scope of the call center, determine the staff required, and implement a plan to make the centralized center a reality so the practice can maintain a focus on patients and worry less about infrastructure.
What we did
Designed the call center technology infrastructure and scope; analyzed office level call and work volumes to forecast agents headcount and service metrics; partnered with newly hired manager to create the training approach, implement the technology flows and successfully launch the center.
Outcome
A defined set of processes and technology required for launch based on pilot site outcomes, existing call data, and staffing levels
A transition plan for the practice that balanced the cost of hiring with the need to move each office carefully
Options for automation such as text-based and voice options
Support for change management and on-boarding components