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Call Recording Featured Article
February 03, 2010
Sacred Heart Health Systems Deploys Call Recording System for Call Center: Case Study (Part 1)
By Kelly McGuire, TMCnet EditorEditor’s Note: When a company tends to report of the progress or success of a specific product or service, the announcements that flood the press wires are generally filled with testimonials from the provider, rather than directly from the customer. However, I came across a case study that reported how call monitoring and call recording systems provider Coordinated Systems Inc.’s, or “CSI,” product’s assisted Sacred Heart Health Systems’ be a call center of excellence, I had to report.
While I tend to write about how East Hartford, Conn.-based call monitoring and call recording systems provider Coordinated Systems Inc., or “CSI,” and its various products, I have yet to report from the other side of the picture – the customer who uses CSIs products.
For Sacred Heart Health Systems, or “SHHS,” an organization that operates a 24-hour Emergency Trauma Center, a Pediatric Trauma Referral Center and various women’s, cardiac, orthopedic, cancer and childcare health facilities, excellence is the key to ensure success for all operations, and safe and healthy patients.
Keeping that in mind, like many companies that run large corporations and try and manage operations as much as possible, the health company runs a call center. But, it needed a bit of a facelift in order to deem the same excellence Sacred Heart takes prides in of its health centers.
According to SHHS officials, its call center manages approximately 5,000 inbound calls a day.
“In pursuit of becoming a ‘center of excellence,’ management investigated and decided to lean on call recording and quality monitoring to enhance contact center operations,” company officials said. “SHHS began utilizing call monitoring with 100% screen capture for all of the contact center’s ‘Resource Agents’.”
So, what solution did the organization turn to when looking for an improved option?
None other than CSI of course.
According to Rich Marcia, marketing director at CSI, after evaluation of various call recording vendors, SHHS selected CSI’s flagship product, Virtual Observer, or “VO.”
“The biggest factor that contributed to SHHS’s decision to purchase VO was that it would provide the robust quality features they needed, including 100 percent call recording off of their Siemens (News - Alert) phone system with Rules-Based Screen Capture, E-Learning, and Auto-Archiving, at a very affordable price,” Marcia said.
Make sure to check by next week to see how implementing CSI’s VO increased the SHHS call center.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire