SalusCare Improves Patient Care With Skype and Mitel Enabled Contact Center Solution
This is part of a series of case studies showcasing how companies achieve their business communication objectives with Mitel technology.
For SalusCare, a not-for-profit mental health and substance abuse service provider in Southwest Florida, its contact center, or “Welcome Center” isn’t about selling widgets – it’s about helping people change their lives. SalusCare provides outpatient, residential, emergency/crisis services, detox, prevention programming, and community-based services to individuals living in their homes. To help patients receive the appropriate care, SalusCare turned to Mitel for their inbound and outbound contact center calls and customer service applications.
SalusCare uses Microsoft Lync (recently renamed Skype for Business) for its unified communications and voice capabilities, and needed a contact center solution that complemented that platform. With nearly two dozen Lync/Skype for Business-qualified contact center solutions available, Shawn Evans, SalusCare’s IT Manager, chose Mitel’s MiContact Center suite because “It integrates with Lync without having to rip out and replace everything. Mitel had all the advanced features we needed, and provides a seamless solution with Lync.”
Evans explained, “With our older system we had a lot of dropped calls and calls were sent to the next agent even if they weren’t there. Using MiContact Center and Lync/Skype for Business the system can check the status of an agent before sending a call to them to make sure that the call will be answered properly.”
The SalusCare Welcome Center staff also has flexibility in terms of where and how they work – moving to whichever of the organization’s seven locations that is most appropriate based on space considerations. The agents just need a laptop and headset, and they can work and receive calls from any location.
Being responsive is an important objective for SalusCare and using skills-based routing, callers get routed to the appropriate scheduler based on the type of patient and appointment, such as patients with special judicial needs. SalusCare can communicate with callers and let them know their position in the queue and their expected hold time. SalusCare also offers a call back option if patients don't want to wait in the queue.
To help be more efficient, SalusCare utilizes advanced IVR features and auto attendant capabilities to reduce the number of calls and interactions that were previously handled manually. As a mental health and substance abuse facility, many of SalusCare clients are on a treatment program and have court orders for random drug tests and by leveraging the intersection of database and telephony capabilities they have been able to aid patient compliance. Specifically, SalusCare features an automated process so that patients can call in to find out if it’s their turn to go to their facility for a random drug test through a Lync/Skype for Business/ Mitel enabled auto attendant. Evans notes, “This is a life saving feature for us – before we had to spend time manually answering calls to tell clients when it’s their turn to come in. Now our clients get the information quickly and efficiently when they call into the IVR system, and they can schedule appointments through the system.”
According to Evans, SalusCare has increased the number of calls answered by 12 to 15 percent. He states, “We have fewer dropped calls and are more efficient in connecting callers with the most appropriate agent. We’ve been able to increase agent performance and can now accomplish more without adding additional staffing. We didn't have to increase staffing even when our call volume increased.”
In addition, by using a data-driven contact center solution, SalusCare now has a better picture of the call flow and contact center data and gets complete and accurate reporting, enabling the organization to staff accordingly. Evans explains, “Before we worked with Mitel, we thought we were averaging 1,500 calls a day, but when we got real reporting, we saw the actual call rate, and we were then better able to utilize our staff.” Based on the information provided by the system’s reports, SalusCare is more accurately able to identify peak call times and improve their scheduling, including determining when to bring in temporary agents.
The reporting data also provided insights to show which agents were strong or weak in certain areas, and helped the SalusCare agents become more aware and accountable for their results.
Going forward, SalusCare will leverage the Mitel web chat capabilities, making it even easier for patients to interact with the agents. With the MiContact Center and Lync/Skype for Business combination in place, SalusCare continues its mission of bringing hope and recovery to nearly 18,000 people each year.
This paper is sponsored by Mitel.