Confero partnered with a New York hospital to gather information on how associates in the referral call center met the hospital’s benchmarks. They wanted to know if call center agents were referring doctors in the correct order, as presented online, to ensure an equal number of referrals to each participating doctor. This information could then be presented to the doctors showing that the referral process was objective.
Before calling, the mystery shoppers were armed with information on the type of condition, symptoms and insurance that they should say they have. They also prepared a home address in the city of the office they were assigned to call.
Following the call, the mystery shoppers reported on greeting, helpfulness, courteousness, closing and the names of the doctors they received as referrals. The information proved to be helpful in elevating the department’s standards.
