1Call Customer Service
Our first contact resolution (FCR) rate is 90%. This means 90% of customers who call us with an issue have it resolved by our service department before they hang up the phone. This month we are featuring our phenomenal customer service department by highlighting some testimonials from a few customers.
Luke Barthel, IS Operations Manager for Rice Memorial in Wilmar, MN – “We had a little project tying our nurse call system to the 1Call system. It took a couple of different vendors and several hours of conference call with 1Call and our Rauland nurse call vendor. 1Call was very professional and helped us out a great deal working with another third-party vendor to get that interface to happen, that TAP protocol to go through. It's been a great efficiency for us.”
Jody Williams, Call Center Systems Administrator for State University of New York (SUNY) Upstate Medical University – “We had a situation on a Sunday. It was about 10:00 p.m. and I got an email from the agents because something's wasn’t working right. I called 1Call after hours and expected to wait 30 or 40 minutes; but got a call back 5 minutes later, which was great!”
Rossi Fraenkel, Business Analyst Team Lead for Allina Health in Minneapolis, MN – “Sometimes when you work with a lot of larger vendors, you're put in a queue and you're not going to get great service. Maybe next week they'll get back to you. But with 1Call, if it's an emergency, they're going to get back to you right away, when you need the help.”
Kathy Mealer, IS Manager for West Tennessee Healthcare – “1Call has treated our customers, our end users, with the utmost respect. They understand that it's a difficult process, a lot of change, and they've tried their best to make it as easy as possible. It's been so helpful.”