Parkland Health & Hospital System and Calibre
Updated: May 22, 2019
By Russell Sorg
Dallas, TX is home to the Parkland Health and Hospital System that provides 862 single-patient rooms and employs more than 11,000 people. It is one of the largest public hospitals in the U.S. and is the primary teaching hospital for the University of Texas Southwestern Medical School. Parkland is nationally recognized for its specialty medicine areas including epilepsy treatment, arrhythmia management, and diagnostic cardiology, as well as for its trauma and burn centers.
Parkland’s advice nurse call center expanded to incorporate the additional volume of the PBX hospital operator functions. The center was tasked with handling a large call volume of over two million calls/year with a limited number of advice nurses, while maintaining high-quality call interactions and short response times.
HigherGround Calibre software integrated seamlessly and provided quick access to real-time and recorded calls from any station, with the agent’s name, station extension, date and time of call, call duration, and the caller’s phone number.
This allowed them to utilize Calibre’s Quality Assessment, using the Agent Scorecard feature to score and evaluate agents. With this tool managers were able to review archived recordings and provide agents with training for best practices in various situations.
Parkland also utilized the Screen Capture feature, which allows supervisors to view agents’ screens at any point in a call.
Parkland realized improved customer service with call abandonment rate consistently less than 10%, and less than 18 seconds average answer speed for non-emergency calls.
This efficient and effective cross-training of operators and advice nurses enabled Parkland to optimize their workforce and improve customer service, while saving costs.
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About the Author - Russell Sorg is a Regional Sales Manager at HigherGround. His professional background spans wireless telecommunications, critical messaging, and data networking, with computer telephony and clinical systems integration. Click here for more information on the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.