Here is the synopsis of our sample research paper on Designing a Call Center for Shands Healthcare. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
An 8 page paper proposing the creation of a call center for one of the hospital’s clinics, providing a project overview and supplying project milestones. The call center will operate with web servers and VoIP technology. Success of the project will be measured in terms of greater productivity and enhanced customer service. Staff members will be able to retrieve their messages electronically from any location, and the servers will preserve full records of all call-related activity. Bibliography lists 8 sources.
Page Count:
8 pages (~225 words per page)
File: CC6_KSitCallCtrShands.rtf
Buy This Term Paper »
Unformatted sample text from the term paper:
Shands Healthcare is the teaching hospital of the University of Florida and as such serves a wide range of healthcare needs. The outpatient ambulatory orthopedic surgical
clinic is one of the services that Shands offers the community, and the community responds with its needs. In an average month the clinics healthcare providers will see 500
patients. Shands faces the same human and financial restraints with which most university hospitals struggle, and at times the realities of staffing and
budgetary constraints negatively affect patient service. Though certainly every patient receives more than only adequate medical attention, those trying to reach the clinic by telephone often are greeted with
long waiting times. Human workers occasionally lose messages, and there is no record of the telephone call once it terminates. The proposed solution is to implement a clinic
call center. Envisioning the Call Center The current system provides a menu from which callers choose according to the purpose for their call.
Selecting option 1 takes the caller to the appointment desk; option 2 is for requesting referrals. Other options route the caller to the nurse desk or to another
location for prescription refill. Messages are recorded on paper message pads, after which the message is placed in the proper location on a revolving message carousel. Staff members
pick up their messages when it is convenient for them. In the call center environment, callers still will need to make menu choices
so their calls can be routed to the proper response area. From that point on, there will be an electronic record of the call. The system will combine
...