Stephen F Kappa, Chris McClain, Krista Wallace, Paul Cinquina, Don Lawson, Mary M Smith, Earl Walz, Brooke Edwards, Gary M Kirsh
Call centers provide front-line care and service to patients. This study compared call-answering efficiency and costs between the implementation of an internal, centralized call center (January to July 2019) and previously outsourced call-center services (January to July 2018) for a large urology community practice. Retrospective review of call metrics and cost data was performed. Internal call-center leadership, training, and culture was examined through survey of staff and management. A total of 299,028 calls with an average of 5751 calls per week were answered during the study periods...
2020: Reviews in Urology