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Hinsdale Hospital - Healthcare

INTENSIVE CARE FOR CALL CENTERS

Hinsdale Hospital in Hinsdale, Illinois, was in a bind. The monitoring provision on their call center’s existing call recording solution proved inflexible, and once the calls were recorded, storing the taped conversations required extensive physical space.

The hospital worked with Southwestern Bell Communications (SBC), their telecommunications distributor, to assess a number of voice recording solutions in an attempt to meet the hospital’s business needs. They concluded that TelStrat’s Engage Record, with its flexible monitoring alternatives, extensive recording options and DVD storage of archived calls would meet Hinsdale’s needs perfectly. The Engage solution also gave Hinsdale’s Telephone Systems Department the necessary tools to effectively train agents. “We put Engage in the call center, implemented full call recording, and had our call center in shape in less than two months,” said Lyne Ho, Telephone Systems Manager. “It’s been wonderful. We’re very happy!”

The hospital employs Engage in its call center for training, monitoring Quality of Service and determining merit raises. They also use Engage Record to monitor the hospital’s main number, information desks and what Ms. Ho refers to as “overall help-me locations.” She said, “If someone gets wrong information, they say, ‘Well, the operator said so.’ Using Engage Record we can find where their call went in the hospital. This has made it easy to improve our customer service by finding and correcting sources of incorrect information.”

Improved call center management through Engage has heightened daily business at Hinsdale Hospital, bringing greater efficiency, better customer service,  and a higher degree of success.

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