Businesses often rely on call centers to manage customer inquiries, support, and sales, especially when they are in growth mode. This was the case for Oakview Dermatology, which specializes in providing comprehensive medical and cosmetic dermatology services. With a strong commitment to meeting patient needs, Oakview has grown to nine locations across Ohio and South Carolina since it was founded in 2008, and today serves more than 100,000 patients of all ages.

As Oakview expanded its operations and the number of patients served, it wanted to enhance its capacity to manage incoming calls efficiently. The organization needed a modern business communications platform that could ensure HIPAA compliance and provide data and analytics. Oakview was impressed by FluentStream’s offering and selected its call center capabilities to enable its outsourced call center.

Call centers provide a centralized hub for promptly scheduling appointments, addressing customer concerns, enhancing customer satisfaction, and ultimately fostering loyalty. By outsourcing most of its incoming calls to a call center, Oakview can focus on its core business while ensuring that customer interactions are managed effectively, contributing to long-term growth and success.

To ensure Oakview’s outsourced call center support aligns with its customer service expectations, FluentStream provides Oakview with valuable call center functionality for staff coaching and performance evaluation. Features such as its listen, whisper, and barge options facilitate training call center staff on live calls with patients. This feature also provides Oakview administrators with first-hand knowledge of call center operations and customer service needs.

In addition to qualitative insights culled from call center training, FluentStream empowers Oakview to gather quantitative data and analytics, including customer feedback through the Rate Your Call feature. Supervisors or managers can monitor calls in real-time, listen to recorded calls for quality assurance purposes, and gain insights into call center performance through analytics and reporting tools. These features help businesses identify areas for improvement, track key metrics, and make data-driven decisions to enhance the efficiency and effectiveness of the call center.
According to Mike Croft, director of nonclinical operations at Oakview, this data is instrumental in predicting call volume patterns for proactive planning of support needs during peak periods and holidays. Leveraging this data, Croft can make more informed decisions regarding call center support services and resource allocation.

FluentStream’s cloud communication services provide additional benefits, such as:

• The flexibility to enable businesses like Oakview to scale call center operations on demand. FluentStream’s system can quickly adjust to handle increased traffic by allocating resources dynamically without the need for physical infrastructure expansion.
• A variety of channels (voice calls, SMS messages, etc.) that can be integrated into a single platform. This versatility allows call centers to engage with customers through their preferred communication channels, enhancing the customer experience.
• The ability to enable virtual call centers, where agents can field calls from any location, a crucial need for businesses with remote or distributed teams. Agents can connect to the cloud-based call center system using their own devices, such as laptops or smartphones, allowing for seamless collaboration and ensuring customer calls are handled promptly.
• Cost-effectiveness compared to traditional call center setups that require significant initial investments in hardware and maintenance. FluentStream operates on a subscription-based model, allowing organizations to pay for what they use.

Today, Oakview outsources most of its call center operations, with five to six people per day relying on FluentStream’s phone system to field up to 10,000 patient calls per month across its nine locations. As a result, Oakview has realized significant operational efficiencies and improvements in its patient experience.

To learn more about how FluentStream’s call center capabilities can help your organization, visit https://www.fluentstream.com/solutions/contactcenters/.