A Call Center Solution Case Study
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SwedishAmerican Health Care, a 400 bed acute care facility and network of more than 20 primary and multi-specialty clinics in southern Wisconsin and northern Illinois, needed a call center solution. The call center at SwedishAmerican is also a for-profit answering service, serving about 650 clients. Combined, the switchboard’s clientele generate more than 130,000 calls every month. The telecom department knew they needed a call center solution to handle the health center’s share of the load – a whopping 60,000 calls – most of them directed to employees. Wait times, call abandonment levels, and declining service levels were causing increasing concern – and creating a potential threat to SwedishAmerican’s outstanding reputation.
SwedishAmerican decided to add Amcom’s Smart Speech Software to their existing Amcom call center solution. By integrating Smart Speech into the Amcom suite, SwedishAmerican decreased call volume to operators and made the system much easier for customers to use. The auto-attendant feature ensures that each call is answered professionally via pre-recorded greetings in the attendant’s voice and makes the whole system user friendly. Swedish American was able to decrease call abandonment rates and hold times by 50%, slashing the number of calls handled by their switchboard by tens of thousands per month and increasing answering speed by a phenomenal 200%!
An initial pilot program was so successful that SwedishAmerican decided to fast track the roll out of its call center solution to the entire network of clinics. The effects were dramatic. Switchboard traffic dropped so fast that operators wondered whether someone had turned off the phones.
Over the long term, SwedishAmerican’s move to Smart Speech from Amcom paved the way for other substantive service gains for their paying clients. Operators can also dedicate more of their time and energies to handling patient and emergency calls – the true soul of the company’s business. What’s more, they estimate that Smart Speech will pay for itself in less than a year.
Is Smart Speech the right call center solution for your health care business? Find out at AmcomSoftware.com.
About the Author
Bryan Mitchell, Business Solutions Advisor Amcom Software - leading provider of mission-critical communication software, with over 1000 customers in healthcare, hospitality, F1000 and education. Call 1-800-852-8935 or Contact Sales for more information about our call center solutions.