This paper presents Devoted Medic which is a privately owned clinic that offers outpatient health care services to the local population of Beverley, England. At Devoted Medics, our mission is to offer affordable outpatient care and promote positive health practices to the people of Beverly. …
From this discussion it is clear that the numbers indicate a growing customer base, the volume of these calls has seriously strained the clinic due to shortage of staff members at the call center. However, the clinic cannot afford to hire additional staff, thus the only option is to improve efficiency and customer satisfaction by using modern technologies and encouraging teamwork among the clinic’s staff members.This study outlines that as a privately-owned clinic, Devoted Medics is led by a management team comprised of one physician, a nurse and a technical manager. The technical manager is in charge of the call center, where two assistants take customer requests. Currently, the call center still operates on a switchboard operator where the assistants pick the calls and ask the caller whether they are calling about an earlier issue or they are following up on an earlier issue. The assistants then forwards the call to a customer care representative who addresses the callers needs. This process is very cumbersome, considering the number of calls that have to be forwarded as compared to the call center workforce. Accordingly, this calls for a more modern contact center that does not put so much pressure on the workforce, but rather encourages teamwork. The primary goal of Devoted Medics and any other clinic for that matter is to deliver quality and coordinated health care to patients. ...
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