Ear, Nose and Throat Practice’s Call Center Deploys New Platform for Large and Growing Daily Volume, Greatly Diminishing Wait Time
ENT and Allergy Associates, LLP (ENTA), the nation’s most prominent ear, nose, throat, allergy and audiology practice, fully understands the importance of being available to answer and respond to patient inquiries of all kinds, from appointment requests to prescription refills. As a result, two years ago ENTA –whose 175 board certified physicians serve patients in 42 offices throughout New York and New Jersey –created a Patient Rapid Response Center (PRRC) with a dedicated staff now totaling 70+ representatives ready to fulfill the Practice’s Call Us Today, See Us Today® pledge.
On busy days, the PRRC takes 10,000 calls — as many as 1,000 an hour.
Calls are centralized for the practice’s 41 locations and 170+ board-certified physician specialists.
Call volume fluctuates by day of the week, time of day… and cold and flu seasons!
The contact center connects most callers with an agent in 1-2 minutes.
Real-time visual reporting enables rapid adjustments.
ENTA easily adjusts call routing on the fly to maintain service levels.
ENTA’s call center is analogous to those in the travel and retail industries. On its highest-volume days, with phone lines open for 12 hours, the PRRC processes some 10,000 calls – at times as many as 1,000 an hour. And given those call volumes, attempting to achieve its ultimate goal of one-minute wait time or less per call is a daunting target, and one which merits the complete attention of the Practice’s management.
Despite the fact that the Practice continues to open new offices, ENTA is able to strive to achieve its goal of one-minute or less wait time by rapidly pairing patients with appropriately skilled agents. Currently over 30 offices are routed through PRRC with five different options for incoming callers, so the Practice must plan for at least 150 incoming call variations.
“Our agents often perform like magicians,” noted John Monreal, Director of the PRRC. “Despite the fact that sometimes the call queue screen is lit up like a Christmas tree!”
“Our #1 goal is getting a caller to the right agent,” added Rick Keifer, Senior Director of Technology at ENTA. “Without skills-based routing, we cannot achieve that goal.”