Continuous Quality Improvement
BHR WORLDWIDE understands that each client interaction is the most important thing to the person we’re helping.
BHR WORLDWIDE uses both internal and external processes to ensure the highest quality for each and every call. Our internal CQI (continuous quality improvement) process incorporates perpetual monitoring and reviews combined with feedback – both critical and complimentary – from both callers and accounts to ensure we are providing the highest levels service in a compassionate, caring, and professional manner. We also validate our excellence by seeking accreditation, compliance and partnerships that provide an external, impartial perspective.
We know it works by the results
Performance at BHR WORLDWIDE How do we know if what we do is working? We measure it! We meet or exceed industry-leading performance indicators on our efficiency and effectiveness such as:
- Service Factor – 95% of calls answered in 30 seconds or less
- Speed to Answer – Calls answered on average in 15 seconds or less
- Low Abandonment Rate– Less than 5% of calls abandon
- Prompt Reporting – Reports sent within 2 hours of end of call
We don’t just do calls 24/7/365
Continuous Quality Improvement BHR WORLDWIDE takes quality seriously. We combine rigorous internal monitoring and reviews with external feedback to make sure we are always doing our best for you.
BHR WORLDWIDE has developed a unique scoring and review process specifically to address the unique combination of call center and clinical skills needed to provide excellent service on each call. Clinical managers, team leads, program coordinators and trainers all take part in reviewing the work of clinicians making sure that agents receive regular feedback from a variety of perspectives. Of course, BHR WORLDWIDE reviews a portion of call documentation and live or recorded calls each month. However, we regularly increase our reviews when needed – whether in response to a concern or to simply ensure a smooth implementation of, say, a significant change in protocol for your account.
BHR WORLDWIDE wants to hear about how we’re doing. While we are perpetually reviewing our own performance, your feedback is essential. We encourage clients to reach out to our quality staff with any feedback. Whether complaints or kudos – we want to hear about it. We investigate specific concerns and perform a full review of the call(s) in question and get back to you with what we’ve found within 2 business days – or even the same day. We work with clients to find the best solution – maybe we need add a few questions to our intake or change a protocol followed by some more intense monitoring and internal reviews. BHR WORLDWIDE also performs annual surveys of both our accounts and our employees as another touchstone. If needed, we can even survey the callers themselves.
Here is what some of our clients have to say:
Accreditation and Compliance at BHR WORLDWIDE Quality at BHR WORLDWIDE doesn’t stop with feedback. We pursue additional external means and measures to distinguish ourselves. BHR WORLDWIDE seeks out accreditation, compliance and partnerships to verify and validate our excellence.