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Call Center Case Study

What is Call Center?

A call center is a physical place or center where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.

Generally Call Center handles two types of calls

  1. Inbound Call
  2. Outbound Calls

Types of Calls

  1. Inbound Calls: An inbound call center is one that exclusively handles inbound calls where calls will be initiated by the customer rather than call center agents. It’s like calling to any customer service (ex. Airtel, CellOne etc.) for any information or help.
  2. Outbound Calls: It’s vice-versa of Inbound Calls where calls will be initiated by the agents rather than customers. It’s like getting calls from customer services (Bank calls for saving offers, Calls from LIC about new policies etc.) for offers.

Process of Outbound Calls

  1. First lead data (member information like Member First Name, Last Name, Address, City, State, Zip, Phone etc.) will come from Client or Supervisors in two ways:
    • HTTP Post to Temp DB Table by Client
    • CSV Format sent by Supervisors
  2. Required data will be formatted and exported to Actual DB Table.
  3. Outbound Application will pick up one lead, call to that member (Based on Phone), take required information from Member and disconnect the call.
  4. After completion of call captured information will be posted to Client and Supervisors in two ways:
    • eLead Posting
    • Email Confirmation

Outbound Calls Process Diagram

Outbound Calls Process

Outbound Apps (ASP) and Dialer process

Dialer is an application which will be attached with telephonic device. It will load member information and other lead information from dialer and script database table. After loading lead info it will dial to that lead member. Once the call will be connected the outbound script application will be popped in the dialer. After outbound script popped agent will proceed with script, talk with member and capture all required information from member. If required agent will conference with 3rd party for better assistance.

Outbound Apps (ASP) and Dialer process Diagram

Outbound Apps (ASP) and Dialer process

Appointment Coordination Process

What is Appointment Co-Ordination?

It’s a process of scheduling as appointment between two members. One member will be lead member another can be doctor etc.

Here we first agent will schedule an appointment with member to for PCP then he will schedule an appointment with PCP for member. One day before of appointment date agent will follow up call with member to remind the appointment with PCP. After completion of appointment again agent will call to member and take appointment’s feedback.

Once appointment is done with PCP, agent will follow same steps to schedule as appointment to member and diagnostic center.

Appointment Coordination Process Diagram

Appointment Coordination Process Diagram