“FluentStream’s support team is awesome. They are very responsive, and their support is always spot on. I can send them an email and receive a response fast and with exactly the answer I need.”

FluentStream’s robust call center capabilities, including ensuring HIPAA compliance, were crucial for Oakview to outsource its call center. Today, Oakview outsources most of its call center operations, with five to six people per day relying on FluentStream’s phone system to field up to 10,000 patient calls per month across its nine locations. The user-friendly nature of the FluentStream platform made training outsourced call center staff seamless.

FluentStream provides Oakview with valuable call center functionality for staff coaching and performance evaluation with features such as its listen, whisper, barge options, all of which facilitate training with call center staff on live calls with patients. This feature set also provides Oakview administrators with first-hand knowledge of call center operations and customer service needs.

In addition to qualitative insights culled from call center training, FluentStream empowers Oakview to gather quantitative data and analytics, including customer feedback through the Rate Your Call feature. According to Mike Croft, director of nonclinical operations at Oakview, this data is instrumental in predicting call volume patterns for proactive planning of support needs during peak periods and holidays. Leveraging this data, Croft can make more informed decisions regarding call center support services and resource allocation.

“This data helps justify the need and budget for outsourced resources,” Croft said. “It has also enabled us to identify strengths and areas of improvement within our support services and call center capabilities to improve the patient experience.”

With FluentStream’s services, Oakview has also embraced remote work. Among its capabilities, Oakview especially values the FluentStream WebPhone that gives employees access to talk, text, and voicemail functionality from their browser, transforming their laptop into a mobile office. Additionally, some Oakview employees rely on FluentStream Mobile, an app that allows employees to use their personal phones to call, text, and access features such as saved business contacts and team directory, extension dialing and call forwarding from their work extension. Having the ability to support remote work has expanded Oakview's talent pool by enabling recruitment based on expertise rather than geographical location.

According to Sheri Barrett, an administrative assistant who has been with Oakview for 10 years, FluentStream’s services have significantly improved interoffice communication and contributed to overall office efficiencies. She also credits FluentStream’s care team, which is available 24/7, for ensuring Oakview’s successful adoption of new communication services.