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Call Recording Featured Article
February 08, 2010
Sacred Heart Health Systems Deploys Call Recording System for Call Center: Case Study (Part 2)
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.
In continuing with last week’s discussion on how call monitoring and call recording systems provider Coordinated Systems Inc.’s, or “CSI,” systems faired when Sacred Heart Health Systems, or “SHHS,” deployed the provider’s flagship product, Virtual Observer, or “VO,” it’s now time to get some feedback on the results of the case study.
After searching for the correct provider to perfect its call center, SHHS selected CSI’s VO for its ability to provide the robust quality features that the organization needs. Of these specific “must have’s” included the necessity to ensure 100 percent call recording of their Siemens (News - Alert) phone system, with rules-based screen capture, e-learning and auto-archiving.
All for an affordable price, VO allows SHHS to customize the questions and scoring on the system’s evaluation forms. This way, the staff was able to increase the weight of the scoring for the following questions:
· Did the operator say their name?
· Did they use courtesies?
· Was the volume level to loud or to low?
· Could background noise be heard?
· Was a transfer announced?
· Did voice project a positive and helpful demeanor?
· Was the call process correctly?
· Was patient room and name verified?
· Did we offer the phone number when a line was busy?
· Was the call documented correctly?
With CSI’s call recording system, SHHS was able to design a point-scale system whereby the organization assigned two points per positive response, minus five points for not processing calls correctly and one point for compliments received, or if an agent turning an unhappy customer into a satisfied one.
“Overall, SHHS set a goal to reach 98 percent as a group,” CSI officials said, adding that, with the CSI system, after one month the organization achieved 91 percent as a group and by the third month they were able to reach the goal of 98 percent.”
“They have stayed at the goal or above consistently since that time,” company officials added.
In addition to increasing scoring with the CSI call recording system, SHHS also began using VO to monitor and improve emergency notification times.
According to company officials, to date, SHHS has reduced emergency notification times from 89 seconds to 62 seconds – a major difference for those 911 situations.
Make sure to check back next week to hear some testimonials about the success of CSI’s virtual observer from some SHHS call center employees.
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