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Healthcare Service Agency - North America

This project required LTC to analyze the call center configuration and functionality of a provider of billing and collections services for healthcare suppliers.

LTC carried out the following tasks:

• Assessed call center hardware and software functionality;
• Analyzed queue usage, voice traffic congestion and trunk utilization;
• Analyzed call statistic reports;
• Prepared a report outlining problems and possible solutions and provided recommendations to optimize PBX functionality to meet business needs.

The call center optimization report was delivered on time and on budget, providing the client with critical information for call center improvements. In all respects the project exceeded client expectations.