1. Phone Minder A managerial tool used to provide phone call statistics

2. Phone Minder Definition and Benefits Definition and Benefits Terminology Terminology AutoAttendant/ACD AutoAttendant/ACD Phone Minder Statistics Phone Minder Statistics Example Example ACD/Phone Minder ACD/Phone Minder Review Benefits Review Benefits

3. Phone Minder Benefit to managers: Call volume statistics Call volume statistics Agent performance Agent performance Trending Trending Staffing and technology changes or justification Staffing and technology changes or justification

4. Call Routing/Call Center Terminology ACD or Automated Call Distribution ACD or Automated Call Distribution Automated Attendant Automated Attendant Agent Agent Queue Queue Queue Overflow Queue Overflow Scripts Scripts

5. AutoAttendant Considerations AutoAttendant - list of prompts to direct calls Option to reach a “live body” Option to reach a “live body” External department routing must be approved External department routing must be approved Must contain the “emergency script” Must contain the “emergency script” No more than 3 No more than 3 Agent(s) available for calls Agent(s) available for calls English and Spanish scripts English and Spanish scripts

6. Automated Call Distribution Considerations Time of day routing Time of day routing Business hours Business hours After hours After hours Number of agents to answer calls Number of agents to answer calls Size of queue Size of queue Call overflow Call overflow Reminder: Agents training a must!

7. Phone Minder Statistics Sample Phone Minder statistic offerings: Average Speed of Answer Average Speed of Answer Average Talk Time Average Talk Time Calls Offered Calls Offered Calls Answered Calls Answered Abandoned Calls Abandoned Calls

8. ELBOW INSTITUTE Automated Attendant Setup Example: AutoAttendant: 1234 Emergency Script “If this is an emergency…” Emergency Script “If this is an emergency…” For Appointments, please press 1 For Appointments, please press 1 For Medical Records, please press 2 For Medical Records, please press 2 To speak to a Nurse, please press 3 To speak to a Nurse, please press 3 Or remain on the line to speak to an attendant Or remain on the line to speak to an attendant

9. ELBOW INSTITUTE - Automated Call Distribution Setup Example: Option #1 - Appointment Time of day routing: Time of day routing: Business Hours: 8AM - 5PM route to agents Business Hours: 8AM - 5PM route to agents After Hours: Route to voicemail box to collect appointment changes After Hours: Route to voicemail box to collect appointment changes Appointment Desk consists of 2 agents (each work 8 hrs.) Appointment Desk consists of 2 agents (each work 8 hrs.) During lunch and breaks - 1 agent logged in During lunch and breaks - 1 agent logged in Rest of the time - 2 agents logged in Rest of the time - 2 agents logged in Up to 3 calls in queue hearing hold music when agents are busy Up to 3 calls in queue hearing hold music when agents are busy Overflow calls to a message “due to heavy volume, please try your call again later” script Overflow calls to a message “due to heavy volume, please try your call again later” script

10. ELBOW INSTITUTE - Phone Minder Reporting Data

11. Phone Minder Steps on how to request ACD/Phone Minder: Submit a MAC (internal routing) or Project Request form (external routing) Submit a MAC (internal routing) or Project Request form (external routing) Executive Staff approvals Executive Staff approvals Interactive process: plan, record, test, and implement Interactive process: plan, record, test, and implement Run Phone Minder reports Run Phone Minder reports 80 canned reports meet 95% of reporting requirements 80 canned reports meet 95% of reporting requirements limited customized reporting available limited customized reporting available Interactive process: analyze and interpret data Interactive process: analyze and interpret data Adjust staffing, call routing, and technology where needed Adjust staffing, call routing, and technology where needed

12. Phone Minder Benefits Summary of Benefits: Call volume statistics Call volume statistics Agent performance Agent performance Trending Trending Staffing and technology changes or justification Staffing and technology changes or justification Tool to help manage your call traffic! Tool to help manage your call traffic!