Reduce Costs
A critical health care group needed a cost-reducing solution to help mitigate their increased call volume, without having to add resources to their team.
The Business
- Health care services organization supplying critical triage, treatment, education and prevention services to tens of thousands of patients annually.
The Pain
- Increase in Call Volume
- Pressure to Reduce Costs
- Less time to focus on more critical business tasks
The Solution
- IVR (Integrated Voice Response) Telephony System
- Technology based call fielding system
The Outcome
- No increase in headcount required
- Triaged, automatically, important calls
- Reduced costs of call center
- Allowed for investment in other areas of the business
The Story:
The GadellNet team was asked to create a technology based solution for a large health care services organization. This group received tens of thousands of calls annually, and needed a scalable, cost-effective solution to this increase in costs.
With budget pressures, GadellNet was challenged to be extraordinarily cost effective with the development of this system. With GadellNet’s experience in telephony for many small businesses in St. Louis, the task was simple for our specialist team. GadellNet created an Interactive Voice Response application to automate portions of the call center response so that more imperative calls were taken care of, while others, were answered using this technology based application.
Over time, the reduction in call volume allowed the call center to reduce staff in off-hours, reducing their overall costs – so that the business could use that additional funds to make more investments in their business.