Background
JFK Medical Center (www.jfkmc.org) consists of a 399 bed teaching hospital with a reputation for excellence in health care and the adjacent 94 bed JFK Johnson Rehabilitation Institute. Special services at the medical center include the New Jersey Neuroscience Institute, a diagnostic treatment, teaching and research center offering advance treatment for complex neurological disorders. The JFK Imaging Center houses traditional and open air MRI capabilities, advanced bone density diagnostic facilities, and the Breast Center offering comprehensive mammography services. Other services include the JFK Cancer Center (including state-of-the-art radiation treatment), JFK Neuroscience Institute, the Diabetes Center, the Health and Fitness Center and the Family Practice Center.
Most call recording applications have been developed to monitor agent behavior in a setting that measures business transactions. Hospital managers do not measure value of their staff in terms of dollars, but rather in improvements to quality care and support. In fact, they do not usually record call agent conversations unless required by law. Many hospitals do not purchase call recording applications as these applications are designed with expensive features that are meaningless within a hospital setting. As a result, many hospital call center managers are left to resolve customer disputes or manage their staff with limited or no insight to the real customer experience.
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High quality recording
High quality call recording and playback
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Improvements in care
Improve productivity, customer care and dispute resolution
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Value for money
Keep costs down but still meet all recording needs
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Compliance
Compliance with call recording requirements
"SmartTAP makes it easier to search and locate call recordings and offers better audio quality on playback."
Results
JFK is so pleased with the SmartTAP recording system that plans have already been solidified to expand the call recording services to three other departments within their organization. SmartTAP’s open and distributed architecture allows for a controlled expansion of the existing system. "This is very advantageous for JFK," states Dan Sullivan, who manages the site’s telecommunications infrastructure.
"SmartTAP’s system enables us to rollout our expansion plan in phases giving JFK the full ability to control the costs throughout the expansion process," added Mr. Sullivan.
The final phase of expansion includes the eventual replacement of all existing recording apparatus. Says Sullivan, "SmartTAP makes it easier to search and locate call recordings and offers better audio quality on playback. Replacing state mandated recorders within our hospital with SmartTAP is the next logical step."
