Call Center Excellence: Resources for Healthcare & Municipal Leaders
Transform your call center from a cost center into a competitive advantage. Explore our resource library to learn how leading healthcare and municipal organizations are reducing wait times, improving satisfaction scores, and building trust through exceptional customer service.
Fact Sheets
BSDE Prospect Overview
Discover key indicators that signal it’s time to reassess your contact center strategy. This guide includes benchmarks for abandon rates, wait times, and satisfaction scores, plus expert insights on common challenges facing healthcare and municipal call centers. Features testimonials from satisfied clients and eye-opening industry statistics.
Healthcare Provider Fact Sheet
With 49% of patients dissatisfied with their provider’s call center service, there’s room for improvement. Learn how healthcare providers can reduce 4+ minute wait times and 49% abandon rates while addressing staff burnout. Includes detailed solutions and ROI data linking patient satisfaction to operating profits.
Municipalities Fact Sheet
Every percentage point increase in customer satisfaction can double constituent trust in your agency. Explore proven strategies for reducing wait times, managing high call volumes, and improving constituent experience. Features a case study from Wilmington, DE, where wait times were reduced to under 10 seconds.
Media Coverage
Call center company changes name approach
Delaware Live (Sept. 2024)
Explore BSD Enterprises’ evolution from healthcare-focused call center to comprehensive customer service provider. Features successful case studies with Wilmington’s 311 system and Beebe’s Tunnell Cancer Center, demonstrating how local expertise delivers superior results with wait times under 10 seconds.
CDCC-November 2024
Central Delaware Chamber of Commerce (Nov. 2024)
Get to know us through this Central Delaware Chamber profile. Learn how we combine business excellence with community impact, reinvesting 100% of profits to support services for the blind, visually impaired, and veterans while serving major Delaware institutions.
New call center to hire workers with special needs
Delaware Live (June 2023)
Learn how our new Wilmington. DE-based call center is transforming the medical scheduling industry while creating over 200 jobs for visually impaired individuals, veterans, and residents from economically disadvantaged communities. Details our $2.3 million investment and strategic partnership with Delaware Prosperity Partnership.