I'm a QI manager for a call center in Michigan. Like everyone else in health care these days, we are under the gun to prove our value. I'm looking for the following information:
Call Center Benchmark Questions:
What services does your call center currently provide?
Volume of health care providers served?
Call volume per month (avg.)
Number and educational level of staff?
Hours of operation?
Have you or are you currently going through an accreditation process?
Do you have a quality improvement program in place?
What methods are you utilizing for proof of financial value?
What are the most financially beneficial services you provide?
What is your cost per call?