Integrating heterogeneous healthcare call centers.
In a relatively short period, OHS has absorbed multiple call centers supporting different LOBs from various acquisitions, functioning with diverse standards, processes, and technologies. However, customer and employee satisfaction is predicated on OHS's ability to thoroughly integrate these heterogeneous call centers. The integration was initiated and has successfully progressed through a balanced program of focused leadership and a defined strategy which includes site consolidation, sound performance management philosophies, and enabling technology. Benefits have already been achieved with even more substantive ones to occur as the integration continues to evolve.
Peschel
K M
KM
Olsten Health Services, Natick, MA, USA.
Reed
W C
WC
Salter
K
K
D002170:Canada; D003195:Computer Communication Networks / Q000458:organization & administration; D003258:Consumer Behavior; D006699:Home Care Services / Q000458:organization & administration*; D006801:Humans; D007253:Information Centers / Q000458:organization & administration*; D009096:Multi-Institutional Systems / Q000458:organization & administration; D019982:Organizational Case Studies; D009936:Organizational Innovation; D018511:Systems Integration; D013685:Telecommunications / Q000458:organization & administration*; D013689:Telephone; D014218:Triage / Q000458:organization & administration*; D014481:United States