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

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?

SHHS assigned 2 points per positive response, minus 5 points for not processing the call correctly and 1 extra point for receiving a compliment or turning an unhappy customer into a happy customer.

Overall, SHHS set a goal to reach 98% as a group. The first month they achieved 91% as a group and by the third month they were able to reach the goal of 98%. They have stayed at the goal or above consistently since that time.

SHHS has also recently began using Virtual Observer to monitor and improve Emergency Notification times and so far have reduced time from 89 seconds to 62 seconds.

“Our customer service skills have improved considerably and staff members are much happier in their jobs because everyone is accountable for excellent customer service,” offered Jane Adams, Call Center Operations Manager.

“The Supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use. The staff members really enjoy the feedback from the supervisors,” she added.

“One of our biggest customer service issues was that when a call was processed incorrectly we did not know where the point of failure occurred,” Adams said.

“Now when a call is processed incorrectly we can go back to the call and listen and see what happened. We can then update our database or make process improvements.”

When speaking of the training and implementation, Adams stated that “Training was very easy and took only one day -- We love Virtual Observer and we feel it has made us a much better customer service center!” Adams noted that “the ease of use of the system and true concern for the well-being of ou
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