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Adobe AcrobatBMI NEC Case Study

Customer Success Story

BMI National Enquiry CentreBMI National Enquiry Centre

Industry: Healthcare Contact Center Services
BMI Healthcare is the acute private hospital division of General Healthcare Group (GHG) and is the largest independent private healthcare provider in the UK. It is committed to providing a consistent, high quality service to local communities.

In order to provide patients with the highest quality care and service, BMI maintains a professional contact centre, known as the National Enquiry Centre (NEC). BMI NEC is the effective nucleus for national enquiries and initial contact to BMI’s hospitals across Britain. All non-geographic and website enquiries are directed to the NEC.

Business Challenge
Created in 2006, the NEC initially experienced problems with patient calls to BMI receiving a low degree of priority. Many calls were missed, and service was not standardised across facilities. Given the clerical nature of their duties, staff answering phones were unable to answer medical questions, and patient service suffered. These observations and other drivers led to the creation of BMI NEC. As a result, the facility now has a staff of 60 fully medical trained professionals and includes doctors, nurses, physiotherapists and other personnel to provide callers with excellent, informed medical advice. Utilising 265 DDIs, the NEC takes calls for the General Practitioner Hotline, National Sales, BUPA Hotline and regional enquiries on physiotherapy and health.

Solution
These observations and other drivers led to the creation of BMI NEC. As a result, the facility now has a staff of 60 fully medical trained professionals and includes doctors, nurses, physiotherapists and other personnel to provide callers with excellent, informed medical advice. Utilising 265 DDIs, the NEC takes calls for the General Practitioner Hotline, National Sales, BUPA Hotline and regional enquiries on physiotherapy and health.
 
Following a move in facilities, the NEC implemented an OAISYS Tracer solution to enhance its service.

  • Integrations: OAISYS’ tight integrations with both the Mitel 3300 business communications system and prairieFyre contact centre management tools made Tracer a perfect fit.
  • Ease of Use: Tracer’s highly intuitive and easy-to-use interface made the solution an instant success.

“The ability to vet the call length, filter by agent, etc. Looking at account codes and restricting the view to specific teams I can see the longest calls and then listen to them. The management tool is very easy to read. It is presented in a format that is a lot better than (our) previous solution,” said BMI team leader Lorainne Morrison.

Additional benefits for BMI NEC have included:

  • Staff Coaching and Training: Management and agents can both review calls to the centre and work together to find both highlights and areas that could be improved.
  • Agent Evaluation: The facility plans to incorporate Tracer’s built in evaluation and scoring functionality to more fully gauge how agents perform their duties.

Team leader Austin Dalgarno sums up Tracer’s benefits thusly, “It is a tool that if we did not have it we would be lost.”

About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.