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The
In Touch Call Center |
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The In Touch call center is located in St. Louis, Missouri and
has been in operation since 1996. We process calls 24/7 and
employ a staff of roughly 70 highly qualified and trained specialists.
More than 95% of the individuals answering the phones over the
three daily shifts have earned a master’s degree or above
in behavioral science, psychology or social service. In addition,
our call center has received the highest possible ratings from
not one, but two healthcare industry accrediting bodies. The
reason for obtaining such external certification relates to
our handling of not just compliance and ethics hotline calls,
but also sensitive and HIPAA governed calls for corporate Employee
Assistance Programs and the Eastern Missouri Mental Health Assistance
Hotline. Our call volume averages between 11,000 and 13,000
incoming transactions per month.
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When
a caller connects to our call center, our state-of-the-art system
determines the originating toll-free number and calls up the
relevant answering protocol on the intake specialist’s
computer screen. Most often, the initial instructions include
a program overview discussion with the caller and the generation
of a random five digit case number that can later be used for
follow-up. The caller is then guided through a scripted
interview that has been developed in collaboration with
the client company. No time limit is placed on the caller. The
caller may take as long as needed to describe his or her issue
or concern.
Once the information has been collected and
the caller has hung-up, the intake specialist reviews the
information and prepares a summary of the call. The factual
data contained within the report is checked for accuracy,
the spelling and clarity of narrative is also checked and
then the report is routed to the client.
Once the report has been forwarded to the
company, it is up to the company to formulate a response.
A response might be as simple as an expression of appreciation
or something more directed such as a lengthy report of findings
or a request for additional information. That response is
emailed to us and entered into our database.
If and when the caller checks back and provides
a case number, the company’s response is read to the
caller. At that time, the caller can provide additional information.
This cycle of caller information and company response can
continue on indefinitely.
To view a graphic representation of this process
click
here.
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comprehensive, award-winning array of services can be
utilized as is or customized to fit your specific needs. |
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Management
Communication
Systems, Inc. & InTouch
3100 West Lake Street, Suite 430
Minneapolis, MN 55416 U.S.A.
Phone: |
612.926.7988 |
Fax: |
612.926.4140 |
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