EMPLOYEE HANDBOOK NOVEMBER 2022

CALL SOURCE The University Eye Center contracts with a company called CallSource to provide us with a call tracking and performance analysis solution for in-bound calls to our Center. CallSource is a leader in call review and analysis services. We will be utilizing CallSource to: Analyze call traffic to identify our most productive and successful advertising campaigns and advertising sources; Capture caller names and addresses for future mailings and demographic analysis; and, Record in-bound customer calls for quality assurance and training improvement. In-bound callers to our toll free numbers as well as internal UEC numbers will be notified that their call may be recorded for quality monitoring purposes. Callers will be given the option to opt out of the recording by informing the staff person that they do not wish their call to be recorded. In these situations, the staff person will be required to obtain a telephone number and call the person back. Attached is a revised copy of the policy and procedure on Staff/Patient Interaction. In addition, please note that in-bound calls will be recorded via CallSource and may be randomly selected for quality monitoring purposes.

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