Editor’s Note: When a company tends to report of the progress or success of a specific product or service, the announcements that flood the press wires are generally filled with testimonials from the provider, rather than directly from the customer. However, I came across a case study that reported how call monitoring and call recording systems provider Coordinated Systems Inc.’s, or “CSI,” product’s assisted Sacred Heart Health Systems’ be a call center of excellence, I had to report.
As a final wrap up of the recent weeks discussion on how East Hartford, Conn.-based Coordinated Systems, or “CSI,” helped Sacred Heart Health Systems, or “SHHS,” turn its regular call center into a state of the art call center, I thought it’d be beneficial to hear from the horse’s mouth how great the CSI services, namely its flagship product – Virtual Observer – turned out to be.
Jane Adams, the call center operations manager at SHHS, told CSI in a recent case study that with the call recording system, the organizations customer service skills have improved considerably.
In addition, the overall moral of the staff members has improved as well. Since everyone is accountable for excellent customer service, more smiling faces are gracing the call center office.
“The supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use,” Adams said. “The staff members really enjoy the feedback from the supervisors.”
Before implementing CSI’s call recording system, one of the biggest customer services issues SHHS had was that calls were being processed incorrectly and there was no contact point of where the failure occurred.
“Now when a call is processed incorrectly we can go back to the call and listen and see what happened,” Adams said. “We can then update our database or make process improvements.”
In regards to training and deploying the system, which took only one day, it was a cinch.
“We love virtual observer and we feel it has made us a much better customer service center!” Adams said. “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.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire