Health System Provider Extends Quality Process to Call Center Using Call Recording
Sacred Heart Health Systems Extends Quality Process to Call Center Using Call Recording & Quality Monitoring, creating their latest center of excellence – their call center.
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 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 our organization came through during the training session, making me very comfortable and enabling a smooth roll-out.”
Several months later, with Virtual Observer pushing large performance improvement gains, the SHHS “call center of excellence” continues to succeed and exceed management expectations.