Call Center Planning Process
Carrie "Shellie" Cobbs
Health Care Management
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