BMI Health

BMI realised the National Enquiry Center’s existing communications solutions didn’t allow the organisation to serve callers to the standard of excellence they wanted to. When the NEC moved facilities, BMI decided that to implement a new system that would improve efficiency and customer satisfaction.

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In order to provide patients with the highest quality care and service, BMI maintains a professional contact centre known as the National Enquiry Centre (NEC). The BMI NEC is effectively the nucleus for national enquiries and initial contact to BMI’s hospitals across Britain. All nongeographic and website enquiries are directed to the NEC.

The facility has a staff of 60 fully medical trained professionals that includes doctors, nurses, physiotherapists and other personnel who provide callers with well-informed medical advice. Utilising 265 DDIs, the NEC takes calls for the General Practitioner Hotline, National Sales, BUPA Hotline and regional enquiries on physiotherapy and health.

Goals

Improve communication system
Get call recording capabilities
Better serve customers

Results

Improved customer service and employee satisfaction
New training and coaching opportunities
More user-friendly, efficient management toolset
Handle increased call volume
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