Healthcare at Home Selects Call Center Solutions from Volt Delta

By Susan J. Campbell, TMCnet Contributing Editor

Volt Information Sciences subsidiary, Volt Delta International, has been selected by Healthcare at Home Ltd. to provide their hosted a contact center and self-service  call center solutions known as OASIS on-call.

This call center solution is expected to enhance the way in which the customer care teams at Healthcare at Home handle incoming patient inquiries. This is expected to drive improvements in service quality and minimize any waiting time.

With a tight integration between the OASIS solution and the Healthcare at Home CRM system, Healthcare at Home will be able to closely management telephony and e-mail interactions within its workflows. The company is also expected to benefit from customer self-service facilities, such as OASIS speech identification and validation.

With such technologies in place, the solution will enable agents to serve customers faster and reduce the call handling time while they still retain a commitment to customer satisfaction and high quality service.

Noel Hughes (News - Alert), managing director, Volt Delta International said in a statement:  "I am very pleased that Healthcare at Home selected Volt Delta and our OASIS on-call hosted contact centre system.“There was a very good understanding between our teams as to the requirements and benefits that Healthcare at Home was looking for and I am confident that, with our highly integrated approach, Healthcare at Home's customers will experience high levels of customer service across both telephone and email channels,” said Hughes.

The Healthcare at Home customer care teams focus on providing a wide variety of often complex services to more than 100,000 patients each year. With the help of OASIS on-call, agents will be able to support customers from any of the company’s sites, which will help to balance workload and business continuity. In addition, every customer care team will be provided with a user interface that is completely integrated around the CRM system.

Hughes added, “Since OASIS on-call is a hosted service managed by Volt Delta, Healthcare at Home is freed from the day to day operational management of supporting the platforms and we see this 'cloud-based' service provision as a growing trend in the market.

"In providing a completely centralized management facility, OASIS ensures Healthcare at Home can rely on integrated system throughout all sites and provide call recording and monitoring capabilities for the purpose of quality assurance.

The new OASIS on-call service will help Healthcare at Home to ensure that its vital health logistics services continue to be offered and delivered with increasing efficiency using the latest technology.

Martin Gunn, head of IT for Healthcare at Home Ltd said: "We selected Volt Delta since it demonstrated a desire to really understand our business direction and objectives and then closely tailored the solution to fit. We also wanted to move away from purchasing technology towards a flexible, managed service partnership. This approach will free us from managing the technology and will allow our highly experienced staff to deliver an even more efficient and effective service to our customers and patients."

(source: http://www.tmcnet.com/channels/call-center-solutions/articles/94441-healthcare-home-selects-call-center-solutions-from-volt.htm)