General Healthcare Group

Mitel Unified Communications Solution helps improve General Healthcare Group's call abandonment rate

The Company:

General Healthcare Group (GHG), which owns more than 70 BMI Healthcare hospitals across the UK and is the UK’s largest independent provider of private healthcare, provides excellent medical care across a wide range of specialisms.

The Challenge:

To measure the effectiveness of call handling, GHG implemented a "mystery shopper" exercise looking at calls coming through to the hospitals, and the findings demonstrated that people often had trouble getting through. This was largely down to hospital staff being busy dealing with patients face to face and therefore unable to answer a call. Dan Morgan, Group IT Director at GHG, worked with Mitel, to find a simple way to overcome this.

ABOUT

• Business Type: Private Healthcare
• Location: UK
• Configuration: Mitel IP wireless solution using Spectralink sets and Mitel Contact Center Solution
• Website: http://www.generalhealthcare.co.uk/

Customer Needs:

• Improved call handling and a reduction in call abandonment
• Enhanced communication and connectivity between staff in BMI The Blackheath Hospital
• Seamless deployment process

Solution Components:

• Mitel Communications Director (MCD)
• Spectralink wireless handsets
• Mitel Contact Centre – Enterprise edition

Results:

• Improved customer response rates
• Abandoned calls reduced from over 40% to less than 1%
• 45% growth in calls
• More effective communication and connectivity between staff
• Rapid ROI

General Healthcare Group (PDF 268KB)