System Documentation

Call Center System Documentation

Maxcare has 24x7 Toll free helpline and Authorization center. The call

center and authorization center is based at head office

Call Centre

Maxcare provides a 24 x 7 Toll Free helpline on 800 MAXCARE (800

6292273)

Call centre is managed by qualified Medical Professionals with

clinical experience

All incoming calls are monitored/attended by medical professionals

to help the members on medical needs

All calls are answered in 10 seconds

Escalation matrix is in place for any escalated matters

Escalations are handled by senior experienced Doctors

Telephone System

Specifications

Users: 100

Concurrent Calls: 25 Voicemail: 3000min

Interface: Up to 16 Analog Ports (FXO/FXS)

Up to 8 GSM Ports(Quad-Band GSM/GPRS850/900/1800/1900MHz) Up to 8 UMTS Ports(UMTS 900/2100MHz or 850/2100MHZ or 850/1900MHZ)

Up to 8 BRI Ports LAN: 1 (10/100Mbps) WAN: 1 (10/100Mbps)

Size: 280x175x33 mm

Weight: 700g Power Supply: AC 100~240V/50~60Hz(DC 12V, 5A)

Protocol: SIP(RFC3261), IAX2

Transport Protocol: UDP,TCP,TLS,SRTP Codec: G.711, GSM, SPEEX, G.722, G.726, ADPCM, G.729 A, H261,

H263,H263p, H264 ,MPEG4. DTMF: Inband, RFC2833, SIP INFO

Echo Cancellation: Supported LED: Red for FXO/GSM/UMTS, Orange for BRI, Green for FXS Network: Static IP, PPPoE, DHCP, Firewall, VLAN, DDNS, QoS,

DHCP Server, OpenVPN

Specifications

o CDOCTOR (Call Detail Records)

o Call Forward o Call Parking o Call Pickup

o Call Routing o Call Transfer o Call Waiting Voicemail

o Voicemail to Email o Voicemail Forwarding

o Web Based Control Panel

Call Center Reports

Service Level Metric

Service Level Metric Qtr

1 2 3 4

Average Speed of Answer 3 Seconds 2.5 Seconds 3 Seconds 3Seconds

% Answered in 30 Seconds 90 95 92 94%

Call Abandonment Rate 0.30% 0.30% 0.30% 0.40%

Quality Metrics

Quality Metrics Qtr

1 2 3 4

Customer Satisfaction (%) 85 82 90 92

Net First Contact Resolution Rate 75 78 80 84

Call Quality Good Good Good Good

Agent Performance Metric

Agent Performance Metric Qtr

1 2 3 4

Annual Agent Turnover (%) 5% 0% 0% 0%

Daily Agent Absenteeism (%) 1% 3% 2% 1%

Agent Occupancy 98% 100% 100% 99%

Agent Schedule Adherence 100% 100% 100% 100%

New Agent Training Hours 300 300 300 0

Annual Agent Training Hours 48 48 48 48

Agent Job Satisfaction 90% 90% 90% 94%

Call Log Sample

Caller Callee Trunk Duration(second) Communication

Type Date Time

Unknown 660(122) pstn2 858 Inbound 13-May-14 8:54

108 9.19015E+11 pstn1 19 Outbound 13-May-14 8:56









42209434 621(122) pstn5 36 Inbound 13-May-14 9:49







529958655 621(111) pstn5 223 Inbound 13-May-14 10:37

529958655 621(111) pstn5 223 Inbound 13-May-14 10:37

43527183 621(111) pstn5 185 Inbound 13-May-14 10:50

43527183 621(111) pstn5 185 Inbound 13-May-14 10:50

92244233 621(111) pstn5 91 Inbound 13-May-14 10:54

92244233 621(111) pstn5 91 Inbound 13-May-14 10:54

111 529290591 pstn3 65 Outbound 13-May-14 10:58



Documents

System Documentation