A recent call centre implementation for MediKredit Integrated Healthcare Solutions, a Health electronic Benefit Management (HeBMTM) company, has dramatically improved client service and reporting.
"Through the even call distribution and workgroup flexibility, the percentage of calls answered in 30 seconds improved between 10% and 15%," explains call centre manager Emsie Peenz. "The upgraded call centre has provided the functionality to configure workgroups and allowed users to belong to different workgroups simultaneously."
With such marked percentage improvements, the benefits for any business are potentially huge. For MediKredit, a company handling approximately 1 200 to 1 500 calls per day and over 50 000 calls per month at busy periods, it has meant an increase in capacity.
The system has enabled MediKredit`s operations to be integrated via a tie line between their current PABX back-office operation and the call centre front office. This enables the seamless transferring of calls between front and back office operations.
MediKredit implemented the Enterprise Interaction Centre (EIC) from Interactive Intelligence in October 2004 and experienced an immediate improvement in the monitoring and management of call centre staff. EIC provides suitable reports allowing for comprehensive agent service provision measurements.
The EIC is a 52-seat (45 agents and 7 supervisors) call centre and all agents and supervisors are equipped with desktop faxing capability and the ability to do ad-hoc recording. The solution provides MediKredit with integrated IP functionality and enhanced business processes that support 250 MediKredit network users and 60 workstations.
The solution included installation, integration of infrastructure and training of users by ATIO Corporation. "Once training of users has been completed, the system was very simplistic and user-friendly," says Peenz. "Ongoing training for call centre staff was thereafter conducted in-house via the solution`s e-learning programme."
Natalie Meyers, IT Business Manager for MediKredit, comments: "A more effective response system is now in place. Because of the training provided, not only are calls answered more efficiently, but staff is also better able to deal with issues raised."
"We chose the Interactive Intelligence solution for its affordability, scalability and ability to meet with our telephony infrastructure requirements to provide high levels of customer service and reporting," comments Peenz. She adds: "MediKredit has very high standards and ATIO Corporation went out of their way to accommodate our requirements, and always made us feel like a very special client."
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