UC Davis Health System recently received second place at the annual Call Center Industry Awards meeting sponsored by the Service Quality Measurement (SQM) Group in Washington, D.C.
The health system was among three finalists for the Best Practice Award in the category of Knowledge Management Tool. The finalists were selected from a field of 500 international organizations that submitted applications for the award.
The Best Practice Awards recognize organizations that have demonstrated they have improved or helped maintain high first call resolution (FRC) and customer satisfaction performance. Organizations submit specific practices they have used to improve or maintain high FRC and customer satisfaction performance.
The other two finalists for the award were Comcast Cable and TELUS Sourcing Solutions of Canada. The Oracle Corporation co-sponsored the awards meeting.
The health system’s Information Technology (IT) call center provides Tier 1 technology support and uses a combination of vendor and self-developed software applications that integrates many detailed data elements and functionality to manage the IT infrastructure and customer service. Examples include knowledge management, incident management, change management, and new technology account provisioning and notification, which is critical for timely support of new staff and clinicians to gain access to technology.
The knowledge management tool provides a natural language search engine and rich-text authoring tool that provides the ability to search for, update and author knowledge articles. Knowledge management has a strong interface with interaction, incident and problem management modules so that IT staff can search for and use knowledge from existing incidents and problems while resolving new incidents and problems, leading to quicker and easier solutions for customers. According to SQM, the health system’s innovation and commitment to accuracy and currency in its knowledge management tool makes it a leader in this field.
Since 1996, the SQM Group has been a leading North American research firm for benchmarking and tracking voice of the customer (VoC), first call resolution (FCR) and customer satisfaction (Csat) call center performance. SQM benchmarked more than 450 call centers, and surveyed more than 1 million customers and 25,000 customer service representatives before announcing its 2013 industry awards. This is the first year they recognized organizations that demonstrated best practices to improve or help maintain high first call resolution performance.
SQM’s Awards Program is the most prestigious and sought after North American contact channel first call resolution (FCR) awards program. Its awards are based on customers who have used a contact channel and employees who work in a call center. These awards are considered to be the fairest and most credible service quality awards for measuring the customer’s experience when using a contact channel because they are based on FCR performance. SQM has recognized top performing organizations for FCR, Csat and Esat since 1998. SQM evaluates leading North American organizations such as American Express, UPS, FedEx, Marriott, Sears, Canadian Tire, U.S. Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard and Blue Cross.
About UC Davis Health System Information Technology
The UC Davis Health System has an integrated Information Technology (IT) division that supports clinical care, research, and education. IT supports over 9,200 faculty, staff, and students in the use of technology. Since 2008 IT has integrated eleven separate technology service functions into a unified technology service process based on industry best practice. IT has created extensive service metrics and deployed vendor and self-developed software to monitor and manage the UCDHS technology infrastructure and work to constantly improve customer service. IT operates a call center open every day all day and receives about 1,900 calls and online requests for service each month.
Summary of IT Service Metrics: 2008 Compared with 2013
|Average time to answer calls||12 minutes||2 minutes|
|Percentage of abandoned calls||35%||10%|
|Average call handle time||25 minutes||6 minutes|
|Total service incidents (weekly average)||1,200||1,919|
|First call fix percentage||49%||76%|