Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer experience and cloud contact center solutions, to optimize the inbound call management of its contact centers dedicated to scheduling medical appointments for health establishments.
Specialized in the scheduling of appointments and the data input of medical reports in real time for clinics and hospitals, Simplify has contact centers in France, Tunisia, Morocco, and Madagascar and counts among its customers more than 500 French, as well as Swiss and Belgian, public and private health establishments. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries - a company strategy since the start of the business.
In the past, Simplify used an external service provider to manage its inbound calls. The company decided to internalize its management in France and abroad, and to equip itself with an intuitive, stable, and flexible solution available in the cloud in order to meet the needs of its customers and the changes in the industry. After carrying out a market analysis, Simplify turned to Vocalcom which thereby deployed its cloud solution for the management of the company's contact centers.
Cloud deployment on multiple sites and for work from home (WHM) model to gain flexibility and agility
Available in the cloud, the Vocalcom solution was operational and quick to deploy within the different Simplify contact centers, while also allowing the company to further develop a remote working model for its most experienced and autonomous agents. Everyone uses a standardized tool with the same features, regardless of their location, in order to meet the changes in working modes. The choice of cloud also adheres to a quality approach. Thanks to the Vocalcom solution, Simplify can easily adjust its resources according to its customers' needs, by rapidly recruiting experts in different countries.
The contact center, an essential element for a quality patient experience
Simplify's operations are firmly centered on the human element, and all of its agents have medical training that allows them to counsel and guide patients during their often complex medical journey. Particularly easy to use and intuitive, the Vocalcom contact center solution requires little training time, which is an important advantage for Simplify. Agents are in fact quickly operational and may concentrate on the core of their work, by guiding each patient in the steps of scheduling an appointment (prescription management, follow-up for specific requests, medical imaging...).
Real-time management to adapt to business needs
The Vocalcom solution offers Simplify numerous essential indicators for its work (number of received and handled calls, recording of conversations with patients, average waiting time...) that reflects the quality of the service rendered. They allow the company, via a reporting tool more advanced than many of the other solutions on the market, to provide its different customers precise activity reports and trend analyses in order to adjust resources for adapting quickly to business volume. Furthermore, it has a real-time supervision feature allowing managers to oversee the performances of their contact centers and agents, in order to be able to coach them to improve the quality of their conversations with patients and increase customer satisfaction. To learn more: www.vocalcom.com
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