Advantage Health Solutions Inc., a managed healthcare provider in Indianapolis, Indiana, uses the Algo Enterprise Call Recording (ECR) System for Call Center Quality Assurance and training. According to Lisa Offutt, Supervisor of Member Services, the system has increased Call Center service quality, improved supervisory flexibility, and saved time over previous real-time monitoring methods.
The Algo recording system is used by Advantage Health to monitor their Call Center representatives to ensure that information to members is being communicated properly, and that appropriate procedures are being used. Prior to installing the system, these quality assurance tasks were performed by monitoring calls as they happened, either with a supervisor sitting with the caller, or through a real-time monitoring system.
"Being a supervisor you have so many other priorities and it’s hard to sit down and focus on just doing monitoring", says Offutt. "Without a recording system in place, QA had to always be done in real-time." In contrast, the Algo system allowed Offutt the freedom to work after-hours to do her reviews. "I love it. It’s absolutely time-saving and allows greater flexibility during the day."
Headquartered in Indianapolis, Indiana, Advantage Health Solutions, Inc. is a statewide leader in managed care offering access to a broad, community-based delivery system of providers. The company offers flexible health benefits plans for small to mid-sized employers, including fully insured and self-funded benefit programs.
Algo's ECR (Enterprise Call Recorder) Solution provides multi-user, supervisor monitoring, and centralized multi-channel call recording capability for Algo's suite of hardware interface products for Nortel digital, analog, and MDC Centrex technologies.
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