In this case study, the Center For Long Covid Research highlights its commitment to supporting Long Covid patients through The HOPELINE, a virtual call center deployed using VirtualPBX Contact Center to provide peer counseling and education.
The Center For Long Covid Research set out to create a virtual call center that handles multiple calls simultaneously, enabling peer counselors to assist from remote locations. They needed a system that allowed counselors to easily log in and out of call queues, present a legal disclaimer before connecting calls, and scale users as necessary. Providing efficient and responsive patient service was a top priority, with a focus on growing its team and effectively managing an increasing call volume.
Jonathan, the Director of Research at the Center who is also responsible for phone system administration, has had a long-standing relationship with VirtualPBX since 2002, having selected VirtualPBX for his organization when it went virtual. As a strong advocate of VirtualPBX, when he needed a contact center solution, it was his top choice. Although he explored other providers as part of his due diligence, Jonathan ultimately found that VirtualPBX Contact Center met all of his requirements. The deciding factor was the consistent, high-quality support he had always experienced with VirtualPBX—support that goes far beyond just the initial sale, which is especially important for a non-profit relying on its phone system for critical services.
The onboarding and implementation of VirtualPBX’s Contact Center solution was described as “white-glove” service. Jonathan had managed multiple phone system implementations before, but he appreciated how Kat and the VirtualPBX team took the time to understand their unique system requirments. The attention and personalized support made the process smooth and effective, particularly in setting up the call flow and queue management.
Managing the VirtualPBX Contact Center system has been both convenient and efficient. Jonathan has complete control over access levels for different users, enabling him to assign specific roles and features to each peer counselor. The system is highly configurable, allowing center to set call limits, manage queue timeouts, record calls, and schedule callbacks. Features like the ability for callers to drop out of the queue by dialing a digit add extra flexibility to ensure a smooth caller experience.
The system’s reliability has been a standout feature, boasting 99.999% uptime. The call quality is consistently clear, with no issues of dropped calls, static, or echo. This stability is crucial for the effective communication needed between counselors and patients.
The VirtualPBX system has been intuitive and easy for both Jonathan and the peer counselors to use. The most impactful feature is the ability to route calls effectively, allowing peer counselors to assist multiple callers simultaneously—a big step up from their previous setup. This has been especially important as they scale their team. The use of a toll-free vanity phone number, 844 LONGCOV, has helped build greater awareness of The HOPELINE, making it easy for individuals with Long Covid to connect with the Center’s free peer-to-peer counseling service.
The hold treatment experience for callers is also seamless, including providing callers with their queue position, playing prerecorded messages, and soothing them with a carefully selected performance of Beethoven’s Moonlight Sonata. These thoughtful details contribute to a more positive patient experience during wait times.
As the Center For Long Covid Research continues to grow, the VirtualPBX system’s scalability has become a major asset. With plans to expand the number of peer counselors to ten, Jonathan is confident that the system can easily accommodate increased demand without compromising performance.
The ability to hire and train more peer counselors has been a game changer for the Center. Now, with three peer counselors available, they can handle more than one call at a time—something that wasn’t possible with their previous solution. This improvement has led to faster response times and better service for their callers. The consistent call quality also plays a role in improving patient interactions, as clear communication is vital when providing support and counseling.
The most significant improvement has been the scalability of their operations. With a system that can easily grow alongside their needs, The Long Covid Center can confidently plan for the future and expand its support network to better serve the growing number of Long Covid individuals seeking counseling.
Jonathan’s satisfaction with VirtualPBX is evident in his continued partnership with the company. He appreciates the new system’s ease of use, reliability, scalability, cost-effectiveness, and, above all, the exceptional support provided by the VirtualPBX team. He believes that if the solution works for the Center, it could be equally beneficial for other non-profits or similar organizations seeking a reliable contact center solution.
Jonathan’s advice to other non-profits or businesses considering VirtualPBX’s Contact Center solution is simple: “Take it for a test drive and see for yourself.” For The Center For Long Covid Research, it has been a transformative tool, enabling its management to grow its team and better serve the Long Covid community with effective and timely support.
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