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Sacred Heart Health Systems Utilizes Call Recording to Enhance Quality Process in Call Center
Date:2/2/2010

Medical Organization Creates Their Latest Center of Excellence – Their Call Center.

(PRWEB) February 2, 2010 -- Sacred Heart Health Systems (SHHS) operates a 24-hour Emergency Trauma Center, a Pediatric Trauma Referral Center, and centers specializing in women's health, cardiac care, orthopedics, cancer care, and the care of children. These units are described internally as “centers of excellence”. Sacred Heart also wanted to transform their call center into a “center of excellence”.

SHHS’s 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. SHHS began utilizing call monitoring with 100% screen capture for all of the contact center’s “Resource Agents”.

SHHS evaluated multiple call recording vendors and chose Coordinated Systems, Inc.’s Virtual Observer (VO). The biggest factor that contributed to SHHS’s decision to purchase VO was that it would provide the robust quality features they needed (100% call recording off of their Siemens phone system with Rules-Based Screen Capture, E-Learning, and Auto-Archiving) at a very affordable price.

VO allows SHHS to customize the questions and scoring on the system’s evaluation forms, and 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
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