Without Proper Technology in Place, Call Center Leadership 'Managing Blind'

We just installed new technology to help our clients manage their calls. Here's an interesting article published in Hospital Access Management that gets to the core benefits of having the right technology in a call center.

You can't manage in the absence of information'

Health care organizations that are operating a call center or centralized scheduling department without the appropriate technology as a foundation might as well put blindfolds on their managers, suggests Judith Brown, president of Brown Healthcare Consulting in Chicago.

"If you don't know how many calls are coming in, how many people are holding, and how long you're making those customers wait, you're managing blind," says Brown. In such situations, she adds, there's no way to know how many potential customers are hanging up and going somewhere else for care.....More