Case Study: BMI Healthcare achieves improved customer service and contact-centre performance with Mitel MiContact Center

BMI Healthcare - Customer Case Study

BMI Healthcare, part of General Healthcare Group and the UK’s largest independent private hospital provider, runs the National Enquiry Centre (NEC) — a 60‑agent team of doctors, nurses and therapists handling nationwide non‑geographic and web enquiries. When relocating the NEC they discovered their legacy communications lacked call recording, reporting and management capabilities required to meet BMI’s rigorous accuracy and customer‑service standards.

BMI implemented a Mitel MiVoice platform (Mitel 3300 controller) with MiContact Center Quality Management to provide recording, reporting and administration tools. The straightforward deployment delivered immediate gains: improved call quality and customer service, easier coaching and training, more efficient management, and the capacity to handle increased call volumes.

BMI Healthcare

Austin Dalgarno

Team Leader