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The Problem:
The mission to provide the best care and support to
the nurses who use excelleRx customer service involves making sure that nurses
speak to the right representative at the right time. Peaks in call volume and
highly specialized contact center personnel resulted in long hold times for the
mobile nurses.
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Solution:
To ensure
that its mobile workforce was speaking to an expert and not just a warm body,
excelleRx engaged Virtual Hold Technology to develop a virtual queuing solution
for excelleRx’s in-house and work-at-home agents. The virtual queuing solution
eliminates hold time, freeing up nurses to continue their jobs instead of
waiting on hold.
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Result:
High-tech, high-touch applications like the Virtual Hold
solution enable Hospice Pharmacia to provide quality medical management
services to its mobile workforce of nurses and caregivers. In two years, the
virtual queuing solution freed nurses from 2 million minutes of waiting on
hold.