Call Center Planning Process Essay

1031 words - 5 pages

Call Center Planning Process

Carrie "Shellie" Cobbs

Health Care Management

HCS 325

Karissa Stewart

May 05, 2013

Call Center Planning Process

The process in place for answering phone calls at Synergy Orthopedics needs additional

resources to allow better customer service. The call volume has doubled in the year since the

Physicians have started taking more ER, emergency room, call. The hold time for patients

calling to schedule appointments has also increased that is a direct reflection on the office. To

promote better customer service I am proposing the idea of rotating the current staff through a

schedule of solely answering the incoming phone ...view middle of the document...

The employees are

cross-trained to cover jobs in the office except for takings x-rays. I propose that daily one

employee is stationed in the call center to answer the majority of the incoming calls. One person

alone will not be able to answer all the calls so the entire staff must work as a team to answer the

overflow calls. I believe this will help with messages left by patients whose call has been missed

and hold times because of the volume of calls. With one person responsible for the majority of

the calls coming into the office customer service will improve because the patients will speak

with a person more often than leaving a message.

Teams in other industries

The use of teams is not only a practice used in health care. Teamwork is used in

companies in all industries to get the most ideas and work from employees. Teamwork between

employees and management can produce efficient results for the organization. Blending ideas

CALL CENTER PLANNING PROCESS 3

from several employees on a team gives the opportunity to create the best outcome for the

project. If changes need to be made after the implementation of the previous team idea the team

can meet again and re-evaluate to make changes. The employees that have to carry out the

changes are a great sounding board for changes.

Synergy Orthopedics can learn from other companies on how to use teamwork in

different ways. “A team is a small group of people with complementary skills, who work

together to achieve a shared purpose and hold themselves mutually accountable for its

accomplishment. Teamwork is the process of people working together to accomplish these

goals” (Lombardi, Schermerhorn, & Kramer, 2007, p. 91). Implementing the single person call

center and using the established teamwork is vital to making the organization successful.

Researching companies in other industries for the teamwork structures they use is a good source

of new ideas for Synergy Orthopedics.

Industry lessons applied in health care

Researching companies’ attempts at teamwork can give positive and negative feedback.

Utilizing current technology to learn the successes and mistakes of other companies can be the

beginning step to approaching a team project. Acquiring fresh ideas creates a productive team

...

Other assignments on Call Center Planning Process

Stat Study Guide Essay

953 words - 4 pages mean (or arithmetic mean) is generally the most important of all numerical measurements used to describe data, and it what most people call an average. * Arithmetic mean, or the mean, of a set of data is the measure of center found by adding the data values and dividing the total by the number of data values. * Important Properties of the Mean * Sample means drawn from the same population tend to vary less than other measures of

Crisis Intervention Essay

620 words - 3 pages saved a persons life at the right moment. The 8 steps consist of Assess yourself, Compile a list of all the local crisis centers and their contact information, Pick two or three crisis centers that you would like to contact, so that you can focus on your favorite or most convenient ones, Call the center of your choice and find out what kind of screening process they have for potential volunteers, Meet with the center director or head

Lab 3.2

1291 words - 6 pages analysis (BIA) are crucial steps in the development of a disaster recovery plan. But, before we look at them in detail, we need to locate disaster recovery risk assessment and business impact assessment in the overall planning process. In the IT disaster recovery world, we typically focus on one or more of the following four risk scenarios, the loss of which would have a negative impact on the organization’s ability to conduct business: loss of access

Stuff

1051 words - 5 pages and consumer loans, financing automobiles and homes, and the use of insurance for protecting one’s family and property. WEEK 1 - TOPIC 1: PERSONAL FINANCIAL PLANNING Objectives List the five steps in the personal financial planning process. Summarize what influences personal financial planning. Identify parts of a financial plan. Materials READING: Read Ch. 1 of Personal finance - Personal Financial Planning in Action: Developing a

Mgt/449

2076 words - 9 pages ? Consider an organization you are familiar with or an organization you select through research. How would a SWOT analysis be incorporated into the quality process during the planning phase? • As part of the continuous improvement process, what are some reasons a company would want to develop a strategic alliance with its supplier? • What is the definition of a customer? What are some examples of internal and external customers? Is the

Indian Economy

414 words - 2 pages Applications of Operations Research planning, routing, scheduling, forecasting, process analysis and decision analysis. OR is also contributing greatly to healthcare services such as surgical and bed scheduling, portering operations, emergency transport, accident trend analysis and treatment optimization. In the service sector, OR techniques have been found especially helpful when dealing with variability in service delivery such as call

Eastern Medical Case

2549 words - 11 pages solution must strike a balance between operational efficiency with service quality. By examining current call centre process and each of the Laura’s four alternatives we will consider the impact of each on the number of abandoned or busy calls, which represents lost revenue. This will result in a preferred alternative with supporting rational. Detailed Analysis of the case The current average utilization rate of the call centre is 30.48% (see

Iloveyouni

4256 words - 18 pages Detailed Scheduling and Planning Terminology Action message | An output of a system that identifies the need for, and the type of action to be taken to correct, a current or potential problem. Examples of action message in an MRP system include release order, reschedule in, reschedule out, and cancel. Syn: exception message, action report. | Activation | Putting a resource to work | Aggregate planning | A process to develop tactical plans

Management

1477 words - 6 pages , 1999-2012). Boeing’s main focus is to maintain good business ethics and to dedicate company funds for employees to be trained properly. The Recommitment of Ethics, Code of Conduct, and Ethics Challenge are all on company time and they are all mandatory (The Boeing Company: Ethics, 1999-2012). The Influence of Corporate Social Responsibility Preservation of the environment is part of the planning process for small and large organizations. Some

Health Care

817 words - 4 pages higher levels for resolution rather than being addressed directly at the level of action. Running problems up the managerial flagpole slows decision making and problem solving and over time can result in a loss of competitive advantage. In conclusion, as the manager of a busy call center in a health care organization, I know that with the double calls over the past year I may need to improve the employees and train them to be quicker but

Management Is Business

2387 words - 10 pages instance, each housekeeper has a forty step cleaning process on each of their clipboards so they can follow in case they forget to clean, replace or document anything in each room they clean. The departments all work together as one whole unit. We always maintain constant communication amongst each other to stay vigilant and aware of everything going on. One day a housekeeper might have a room that’s trashed and then they would call the front desk and

Similar Documents

Standard Production System Essay

1084 words - 5 pages Calendar and ITS Service Status Page, as well as defined ITS communication standards. ● The Service Restoration Template must be completed as part of the production support planning effort. ● The Production Support Plan is defined as part of the turnover to operations process executed by the Service Transition Team. ● All new services or significant service changes must complete and participate in Early Life Support (see appendix), which is

Senior Specialist Essay

1266 words - 6 pages performance objectives through continuous coaching and development in a blended environment.  Contributes to the Call Center management a planning and achievement of goals for Call Center activities on an hourly, shift, daily, and weekly basis.  Observes calls to ensure proper quality and productivity offering employee coaching and development when necessary and/or required.  Monitors KPIs and trends to identify areas of opportunity.  Reviews

The Importance Of Planning Essay

554 words - 3 pages The Importance of Planning Planning helps an organization chart a course for the achievement of its goals. The process begins with reviewing the current operations of the organization and identifying what needs to be improved operationally in the upcoming year. Planning can be divided into the following categories: strategic, tactical, operational, and contingency, with each step including more specific information than the last

Asadasd Essay

2243 words - 9 pages without taking in views of specialized group, issues resolved on first call, speed of processing, enquiries generated on cancellation of contracts, New clients, issues that need specialized group, cutting on process steps, rating of answer then and there and to be mandatory to seek such ratings from the caller. Innovation and learning related measures: New topics received for different product lines, time spent by agents in generating new business