- Healthcare
- North America
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 Unfortunately, the company’s previous call recording solution was outdated and underperformed in a number of key areas.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.
At a Glance
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