CallTrackingMetrics > 实例探究 > 通过呼叫跟踪和路由改善成瘾治疗中心的运营

通过呼叫跟踪和路由改善成瘾治疗中心的运营

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技术
  • 无人机 - 垂直起降/垂直起降混合无人机
  • 基础设施即服务 (IaaS) - 混合云
适用行业
  • 医疗保健和医院
  • 电信
适用功能
  • 设施管理
  • 销售与市场营销
用例
  • 人员跟踪与监控
  • 时间敏感网络
服务
  • 系统集成
关于客户
Discovery Institute 是新泽西州一家屡获殊荣的成瘾治疗中心,50 多年来一直提供一流的护理。他们连续两年被评为美国最佳成瘾治疗中心。
挑战
Discovery Institute 是一家成瘾治疗中心,需要一种新的呼叫跟踪解决方案来处理不断增长的呼叫数量并提供高质量的服务。
解决方案
他们采用 CallTrackingMetrics (CTM) 来跟踪和路由呼叫、确定患者资格并提供个性化护理。他们还使用智能拨号器和短信来联系无法完成通话的患者。
运营影响
  • Adopting CTM has significantly improved the operations at Discovery Institute. The front desk no longer acts as a call center, freeing up staff to focus on welcoming and directing new patients, dealing with vendors, and helping fellow employees. The use of smart routing, unique trigger automation, and other CTM tools has resulted in prompt and personalized care for clients. The use of Smart Dialer and HIPAA-compliant texting and chat ensures that no patient falls through the cracks, regardless of their preferred mode of communication. The use of call recordings and transcriptions has reduced administrative time waste and lowered the likelihood of a patient feeling frustrated in their recovery process. Lastly, making every staff member an Agent in CTM has drastically reduced the amount of overall administrative work needed and improved client satisfaction.
数量效益
  • CTM helps manage and route the 2,500-3,500 phone calls made to the institute every month.
  • CTM's Smart Dialer automatically initiates a callback to any missed call number within two minutes.
  • CTM's call recording and transcription feature ensures that every counselor can start their day addressing their patients’ after-hour concerns and responding as soon as possible.

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