TELErhythmics

TELErhythmics staff manages 400-500 calls per day and has long seen the value of call recording as part of its operations. Unfortunately, the company’s previous call recording solution was outdated and underperformed in a number of key areas. Two of the primary issues were difficulty locating specific calls and limited storage duration.

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After consulting with the Med+Plus division of Business Computers of Memphis, TELErhythmics decided to replace its old system with Mitel’s MiVoice Call Recording and Quality Management software.

The solution is used as a training tool to demonstrate to staff members how they are expected to perform and give them real world examples. It’s also used in the event of patient disputes or complaints regarding quality of service.

“Having Mitel’s Quality Management solution has definitely saved us business,” said CEO Jan Callaway.

Goals

Need for warm, calm demeanor
Difficulty locating specific calls
Limited call storage duration
High need for accuracy

Results

Improved quality of service
Simplified dispute resolution
Greater patient retention
Enhanced call search functionality
Verifying patient agreements
Clarifying interactions between staff and insurance companies

Products

MiVoice Call Recording and Quality Management

MiContact Center Quality Management

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