Case Studies

Renown Health

Renown Health – the largest integrated health system in northern Nevada – was experiencing difficulty in managing increasing call volumes in their centralized scheduling center. Post-weekend call volumes put as many as 50 calls in operator queues, so the red ‘calls waiting’ light blinked constantly, no matter how fast they worked the phones. And when they finally connected with a caller, much of their time was spent listening to complaints and defusing angry patients. The result? Stressed operators and schedulers. Long wait times. Frustrated callers.

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Texas A&M University

Texas A&M University is the oldest higher education institution in the state of Texas. It ranks as the fourth largest university in the United States with enrollment of nearly 50,000 students occupying a 5,200 acre campus. The university’s strategic initiative to outsource many campus operations necessitated that the school find a vendor to handle their operator services. More specifically, Texas A&M sought a solution that could reduce operator workload and streamline the management of operator services.

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Arkansas Children's Hospital

Arkansas Children’s Hospital, one of the largest pediatric hospitals in the U.S. and a top ranked facility by U.S. News & World Report, was experiencing caller experience issues in their scheduling centers.
Callers were frustrated in dealing with a 7 option push-button IVR system, and it could take as long as 2.5 minutes to get to the appropriate resource. This resulted in a high number of opt-outs to agents, who spent an inordinate amount of time dealing with irate callers.

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Reebok International

Reebok International Ltd., headquartered in Canton, Massachusetts, is a leading worldwide designer, marketer and distributor of sports, fitness and casual footwear, apparel and equipment. The lack of an enterprise employee directory at Reebok made it difficult for their sales representatives to connect with employees and departments at headquarters while traveling. In order to simplify connections, Reebok provided sales representatives with a direct line to the main switchboard via an 800 number. Operators at the switchboard, who were busy handling customer and prospect calls, could not efficiently handle the additional transfer requests from the sales team, resulting in extended connection times for all callers.

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Erie County Medical Center

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

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Colgate University

Colgate University, a nationally renowned liberal arts college founded in 1819 in central New York, was experiencing difficulties in managing their switchboard call traffic. The school’s Campus Safety
staff was tasked with responsibility for call handling on a 24/7 basis, and rising call loads were becoming increasingly difficult to balance with the many other duties assigned to the department.

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Doctors Community Hospital

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

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Blue Cross Blue Shield

Blue Cross Blue Shield of Massachusetts was in the process of changing their telecommunications infrastructure, requiring that all of the facility’s employee phones (more than 3,000 at the time) change extension numbers, effectively negating the use of existing company directories previously used by employees to connect with each other.

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Landmark Medical Center

Landmark Medical Center, a 214 bed healthcare facility located in Woonsocket, R.I., found it difficult to keep pace with growing call loads resulting from the acquisition by Prime Healthcare Services and the corresponding expansion of medical services. In addition, plans were being made to move switchboard staff into a newly renovated lobby/atrium area, where they would be tasked with receptionist duties in addition to their existing call handling and non-call handling responsibilities (codes, alarms, etc.).

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University of New Hampshire

The University of New Hampshire is a designated sea- and space-grant University, and is among the top-tier national research institutions. UNH was seeking an alternate automated operator service due to unsatisfactory performance from their existing auto attendant. Specifically, UNH wanted an operator services solution that could offload employee and public calls to the university while maintaining a high quality caller experience. UNH was also interested in implementing a new solution where system performance could be assured through robust reporting capabilities.

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Sysco Foods

Sysco has sales and service relationships with approximately 400,000 customers and remains committed to helping them succeed in the food service industry and satisfy consumers’ appetites. Sysco Eastern Maryland was experiencing increasing volume to their main number, and sought to implement a solution to help automate call traffic. They evaluated multiple speech-enabled call handling systems to best determine the most appropriate solution for their needs, and two speech solutions were implemented for a 2-week testing period. Learn why Sysco Eastern Maryland and dozens of additional Sysco operating companies and contact centers now rely on Parlance for 24/7 call management.

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White Papers

Taming Contact Center Workload

Rising workloads have caused a 9% annual growth rate in U.S. contact center staffing in recent years. Despite the additional hires, excessive workload continues to adversely affect several different communities — from Agents and Managers to IT personnel. But the community being most affected by workload may not be the one that you think it is.

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Can Lean Practices Transform Call Management?

Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing. A new white paper by Parlance places these dynamics in the context of call management in the healthcare contact center, demonstrating specific ways today’s advanced caller self-service solutions are meeting Lean objectives. The paper outlines many of the growing challenges faced by healthcare contact centers in meeting ever increasing healthcare needs and growing call volumes. It demonstrates how the fundamental principles of Lean can be easily implemented through better caller self-service, allowing these contact centers to do more with less, while delivering greater value to end-users.

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State of the Caller Experience - 2017

Parlance and Tern Systems Consulting present a new study that examines how inbound calls are handled by large organizations in the U.S. This comprehensive paper discusses the various approaches to handling incoming calls, looks at the mix of technologies used across major market segments, and discusses these trends, the future of call handling, and steps your organization can take today to assess the experience delivered to callers.

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Are You Empowering Your Operators?

Not many customer service professionals can say that their duties can literally be a matter of life and death. Healthcare switchboard operators have not only one of the most important customer satisfaction positions in healthcare, but also one of the most complex. Our new White Paper looks at the many different tasks and responsibilities assigned to switchboard personnel, and offers an in-depth examination of the many call handling and non-call handling duties that make the position so challenging yet vital.

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Articles

4 Reasons to Use Speech Self-Service in Your Help Desk

The latest article in our “Parlance Perspectives” series looks at common Help Desk challenges, and demonstrates 4 ways speech self-service technology can improve caller experiences and increase agent availability.

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Disconnected Departments Impact Callers
The latest article in the “Parlance Perspective” series explores the challenge of disconnected departments in detail — from the causes and implications, to actionable recommendations that can help alleviate the problem.

 

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When Your Contact Center Takes Switchboard Calls, Callers Suffer

Callers often dial the first number for an organization they come across — regardless of the services that number is meant to provide. Learn why routine switchboard calls are a major concern in the contact center, how they impact callers, and what you can do to stop them.

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The Search Is On For a Better Caller Experience

Online search records reveal trends about what U.S. businesses are looking for in a call handling
solution, and how they’re using their call centers to enhance the customer experience. Want to find
out what others are searching for? We do.

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The Caller Experience - Gateway to Customer Satisfaction

An exceptional caller experience helps keep your customers satisfied and your organization competitive. But what does the caller experience really mean? As we’ll see, it means a lot.

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Never Change: Six reasons to keep handling calls the same way (and even better reasons to change now)

If you’re relying on a traditional IVR or auto attendant solution to handle your hospital’s calls, there’s something you need to know. Right now callers are stuck in the netherworld of menu options, not getting the help they want, need, and deserve. Right now, a caller is having trouble finding a relative who is a patient at your hospital, or a specialist they need to see. Right now, customer satisfaction is dropping, one frustrating call at a time. When is the right time to upgrade your call handling and solve this often hidden problem?

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Webinars

Arkansas Children's Hospital Tackles Caller Frustration

Learn how Arkansas Children’s Hospital tackled caller frustration in their scheduling center by partnering with Parlance to enable speech self-service.

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Never Change (unless you want to please callers, that is)!

In this on-demand webinar we explore some common roadblocks to a great caller experience. Come see how Parlance customers have overcome these concerns to achieve remarkable results with Parlance self-service solutions.

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Call Handling in Business Today

There are many different call handling practices utilized by companies today. Are leading industries focusing more on their own bottom line or on the caller experience when it comes to call handling? The answers may surprise you.

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The Hospital Switchboard Operator Challenge

The role of the switchboard operator in hospital environments is arguably more complex and challenging than in any other industry. Join us as we explore why one of the most vital customer service positions in healthcare is also one of the most difficult. See how a new approach to call handling can help operators better manage their many responsibilities while also improving service to callers – all at a lower cost.

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Eliminating the Call Center: Texas A&M

Learn how Texas A&M University addressed changing call management needs, met new outsourcing mandates, and saved big with speech self-service.

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