Case Study: Staffing a call center

Case study: Staffing call center California Children’s Hospital has been receiving numerous customer complaints because of confusing, decentralized appointment and registration process. When customers want to make appointments register child patients, they must contact the clinic department plan visit.

Several problems exist with this current strategy. Parents do not always know most appropriate visit address their children’s ailments. They therefore spend significant amount time phone being transferred from clan until reach needs.

The hospital also does publish numbers clinics departments, parents invest large in detective work track down correct number. Hymnal’ various departments communicate each other. For example, when doctor schedules referral colleague located another clinic, that almost never receives word referral.

Parent provide needed information. In efforts reengineering improve its process, decided centralize process by establishing one devoted exclusively registration. Is currently middle planning stages center. Ellen Davis, manager, plans operate