A Call Center Solution Case Study
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!
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