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Wellness Pp Nov08.Doc

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Wellness Pp Nov08.Doc

  1. 1. Call Center Resources, Inc. 23550 Commerce Park Dr. Suite 5000 Beachwood, OH 44122 Drew Grdina, President 216.702.3184 <ul><li>Call Center Services </li></ul><ul><li>Inbound/Outbound Call Services </li></ul><ul><li>Wellness Programs </li></ul><ul><li>Disease, Lifestyle, Behavioral, Management Programs </li></ul><ul><li>HRA (Health Risk Assessment) </li></ul>
  2. 2. Clients <ul><li>Nationwide Better Health </li></ul><ul><li>Medical Mutual of Ohio </li></ul><ul><li>Parma Community Hospital </li></ul><ul><li>Byrum Healthcare </li></ul><ul><li>Cleveland Clinic </li></ul>
  3. 3. Wellness Outsourcing Services <ul><li>Providing Professionally Trained Staff for Inbound/Outbound Call Center Services </li></ul><ul><li>Replicate Clients Internal Processes </li></ul><ul><li>Branding & Training of CCR’s CSR’s Consistent with Client Deliverables </li></ul><ul><li>Creates Efficiencies </li></ul><ul><li>Leverage State of the Art Call Center Technology </li></ul><ul><li>Eliminates Need to Recruit, Train, Retain Staff </li></ul><ul><li>Eliminates Need to Build and Invest in Infrastructure </li></ul><ul><li>Allows Client to Focus on Core Competency (health care coaching) </li></ul><ul><li>Dedicate or Shared Agents </li></ul><ul><li>Call & Agent Blending (inbound/outbound) </li></ul><ul><li>Remote Call Monitoring </li></ul><ul><li>Call Recording </li></ul><ul><li>HIPPA Compliant </li></ul>
  4. 4. Deliverables <ul><li>Call Transfers </li></ul><ul><li>Activation Calls </li></ul><ul><li>HRA’s (Health Risk Assessments) </li></ul><ul><li>*Telephonic </li></ul><ul><li>*IVR </li></ul><ul><li>Language & Interpretation Capabilities </li></ul><ul><li>Web Based </li></ul><ul><li>Call Routing Utilizing IVR </li></ul><ul><li>Professionally Scripted Message Capabilities </li></ul><ul><li>15/7 Coverage (hours/days) </li></ul><ul><li>Customized Reporting </li></ul><ul><li>Aspect Unified IP System (see slide) </li></ul>
  5. 5. Technology Overview
  6. 6. Aspect Unified IP System (see slide) <ul><li>Outbound Dialing </li></ul><ul><li>Inbound ACD </li></ul><ul><li>IVR Services </li></ul><ul><li>Reverse IVR Services </li></ul><ul><li>SMS Services </li></ul><ul><li>E-Mail Queue Management </li></ul><ul><li>Chat Services </li></ul>
  7. 7. Program Data <ul><li>Call Attempts Vs. Connects 3 to 1 </li></ul><ul><li>Connect Rate: 94% </li></ul><ul><li>RPC (right party connect rate) 12-15% </li></ul><ul><li>HRA Duration: 17-25 min. </li></ul><ul><li>Avg. Skiptracing Percent (bad phones etc.) 13-20% </li></ul><ul><li>CCR ability to obtain new/current data through data scrub. 40-50%. </li></ul>

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