Improving Customer Satisfaction with the Automated Phone System

Summary

Impact Statement: 
The Mid-Michigan District Health Department optimized the performance of the automated telephone system for clients calling the health department to assure mis-routings were minimized, customers were directed to intended recipients, and customer satisfaction was improved.
Summary: 

The Mid-Michigan District Health Department (MMDHD) quality improvement (QI) project is focused on customer service, specifically, improving customer satisfaction when contacting the health department via the telephone system. Our goal for the project is summarized in our AIM statement which states, “In order to optimize the performance of the automated telephone system for clients calling the health department, we will reduce misrouted calls originating from the auto attendant by 25% by February of 2011 (version #4).” Throughout this process, the QI team utilized the Plan-Do-Study-Act (PDSA) model as our guide to achieve the goals we were determined to address. The team developed a plan to improve the phone system to better meet customer needs by streamlining and standardizing the phone system to make it as user-friendly and as efficient as possible. The intent of the project was to • decrease the amount of misrouted calls in the automated phone system (putting the client in contact with the person or service they were trying to reach immediately), • decrease wait time, and • increase productive use of staff time (e.g., less time spent transferring calls).

Organization that conducted the QI initiative: 
Mid-Michigan District Health Department
Citation: 

Currie, W. Public Health Quality Improvement Exchange. Improving Customer Satisfaction with the Automated Phone System. Fri, 09/11/2015 - 14:39. Available at https://www.phqix.org/content/improving-customer-satisfaction-automated-phone-system. Accessed October 15, 2018.

Submission Status: 
Completed
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Comments

Submitted by Torney Smith on

Well done! We have been challenged with the same issues and find your response more thorough than ours. I will use some of your techniques to modify our work as well. Thanks

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4Sloan's picture
Submitted by 4Sloan on

This is very timely. We just completed a staff survey to get input on whether or not our new phone system is genuinely an improvement. Overall, it was but there are customer service issues that need addressing. Your project will help us to inform our action plan. THANK YOU SO MUCH!

 

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