CASE STUDY:
CLIENT
Regional medical practice  
SITUA­TION
Practice leadership decided to centralize appointment setting and other functions within a call center that would support all existing offices and more as they continued to acquire more sites and grow. The practice piloted a central phone answering approach for four offices but wasn’t sure how to expand that set-up to cover the entire practice. Without any experience launching a call center, they needed guidance on what technology to buy, how to define the processes and procedures, and how to launch the center. 
OBJEC­TIVE
Define what would be in the scope of the call center, determine the staff required, and implement a plan to make the centralized center a reality so the practice can maintain a focus on patients and worry less about infrastructure.
WHAT WE DID
Designed the call center technology infrastructure and scope; analyzed office level call and work volumes to forecast agents headcount and service metrics; partnered with newly hired manager to create the training approach, implement the technology flows and successfully launch the center.
OUT­COME
A defined set of processes and technology required for launch based on pilot site outcomes, existing call data, and staffing levels
  
A transition plan for the practice that balanced the cost of hiring with the need to move each office carefully
 
Options for automation such as text-based and voice options
Support for change management and on-boarding components 

  