- Healthcare
- UK
- Midsize
- Premise
BMI Health
BMI Healthcare is the largest independent private healthcare provider in the UK, withg over 60 locations and 2,700 beds. They handle over 250,000 inpatient and one million outpatient visits each year. BMI Healthcare is committed to providing high-quality service and care to local communities. Their National Enquiry Centre (NEC) serves as the primary point of contact for patients seeking information and advice.
At a Glance
BMI Healthcare's NEC, staffed by medically trained professionals, needed a robust communication system to handle a high volume of patient inquiries. Their existing system lacked essential features like call recording and comprehensive reporting, hindering their ability to deliver exceptional customer service and maintain rigorous accuracy standards.
Goals
The primary goal was to upgrade to a new communication system that could accommodate their complex needs and high customer service standards. BMI's agents are 60 medically trained professionals including doctors, nurses, and physiotherapists handling 265 DDIs.
The system needed to improve efficiency, provide better management tools, and allow for increased call volume, as well as enhance training and coaching opportunities for their staff.
Results
With Mitel, BMI Healthcare significantly improved their customer service and streamlined operations. The new system led to a significant reduction in Average Handling Time, a key indicator of contact center efficiency. They were also able to monitor and analyze call length, allowing them to identify and address issues contributing to longer call times. The integrated call recording functionality facilitated coaching and training, leading to an ever-improving contact center.
“The previous solution did not meet our stringent requirements, and the total Mitel solution does that job very well.”
Austin Dalgarno Team Leader BMI Healthcare