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Microlog Success Story: Walter
Reed Army Medical Center |
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Challenge |
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Walter Reed provides health
care to some of the U.S. government’s most powerful and
important executives, from the US president and top military
brass to enlisted soldiers like Jessica Lynch. When management
decided to update their customer service operation they were
faced with several challenges for:
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- Improving overall service quality while reducing costs.
- Providing faster response times to patient requests to
reduce an unacceptably high call abandon rate.
- Providing agents a single view of patients activity based
on their interaction over the telephone, the web, and TTY
(for hearing impaired).
- Improving key agent performance metrics such as call time,
total calls handled, and total resolved requests.
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We are very happy with Microlog’s solution. They’ve
done everything we’ve asked and given us very responsive
post-sales support.” Felicia
Davis
Walter Reed Army Medical Center |
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Solution
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Microlog professionals delivered:
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- An efficient patient appointment solution
-- accessible from the patient’s preferred channel:
interactive voice response, voice messages, the web or interactive
chat for hearing impaired patients.
- A screen pop up function – that
instantly tells the agent who is calling – along with
key patient information extracted from the patient’s
history file. This function, which provides big gains in
agent efficiency, also integrates with appointment requests
that originate over the web.
- Reporting facilities and statistics
that analyze patient interaction – allowing management
to staff channels appropriately for optimum customer satisfaction.
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Results |
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As a result of the Microlog
solution, |
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- The center now uses agent performance
metrics for performance evaluations, coaching, and promotion.
- Call abandon rate is less than one-tenth
its former rate.
- Agents have reduced their average
contact time by 20 seconds, allowing them to service an
increased call volume with no additions in staff.
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