Our Challenge
Trace-it is a Montreal-based company that provides medical assistance and traces lost medical items. For the time being, it offers its services only in the United States. The company has a telemarketing centre that calls prospective customers. It needed a fax on demand service to send out medical information to physicians with patients whose medical records were unavailable, because a doctor may not send a copy of a patient's chart to another doctor without the patient's written consent. Should an accident prevent the patient from providing consent, Trace-it gets around this problem. Trace-it wanted a system with independent modules that were not integrated into a server.
Our Strategy
The Focus CT suite was installed at Trace-it. With its Predictive Dialer feature, agents no longer need to dial customers and prospects manually. The system dials automatically and transfers the call to an agent when someone answers. Busy numbers are redialed until someone picks up the phone. The database is updated continuously, because the instant a number turns out to belong to a pager or fax machine, the information is automatically recorded. The auto dialer, who is integrated into the telephone, allows better management of both incoming and outgoing calls.
With IMR (Intelligent Message Routing) and IVR (Interactive Voice Response), customers are automatically directed to the right department or agent without being transferred repeatedly. The IVR provides general information that does not require agent interaction: customers can check their balance and find out information, among other things. First-time callers register automatically through IVR.
A Script Wizard can be used to program new scenarios quickly, with no need for detailed programming knowledge. When statistics gathered demonstrate the necessity for it, new agents can be created or changed to another queue directly on the supervisor's screen. An unlimited number of queues can also be created and a complete log of calls received is maintained for reuse in improving and personalizing customer service. Agents can check their integrated voice mail at any time by e-mail, from inside the company and outside. Another module being used is the automated attendant, which not only frees up the receptionist but also provides services 24 hours a day, seven days a week.
The Result
Customer service has greatly improved at Trace-it. No more time is lost gathering information from callers. Trace-it customers are sure that their medical charts will follow them if need be. Although all the customers are in the U.S., the service provided is the same as if they were in Canada.
Figures
10 agents
12 IVR ports
Decisif
