Distributed call center strategy pays off for McKesson Health Solutions

摘要

McKesson Health Solutions runs two fewer brick-and-mortar call centers than it did three years ago, and the Broomfield, Colo., company is set to shut down a third facility by year-end. McKesson's business isn't shrinking; its call center staff is relocating — to their homes. Over the past three years, McKesson has increased its at-home worker population from 13 to 500 agents. Most are registered nurses who provide over-the-phone triage and disease management services to health plan members. Clients call in with questions about health concerns, and McKesson nurses call patients with chronic conditions such as asthma and diabetes.