Case Study: BMI Health AT A GLANCE: SITUATION: • 60 medically trained agents • Taking nationwide calls for a variety of groups and specialties • Substandard communication system • No call recording capabilities • High customer service standards • Rigorous accuracy standards SOLUTION: • MiVoice communication system on a Mitel 3300 controller • MiContact Center Business and Quality Management RESULTS: • Improved customer service • New training and coaching opportunities • More user-friendly, efficient management toolset • Handle increased call volume • Simple setup Handling complex medical calls from across all the UK is a difficult task. Even more so when you have the customer service standards that BMI Health does. So when it came to move their primary contact centre to new facilities,

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