AmerisourceBergen, Frisco, Texas
2004-2009 Phased Expansion
Space Description
ASD Healthcare 2004
Existing Open Office Workspace
Cubicle partitions and no interior walls
18-20 sales and customer service professionals working in a 3,000 sq. ft. call center environment
General administrative and management staff working in a 5,000 sq. ft. open office environment
ABSG Phased Expansion 2007-2009
>150,000 total treated space, Frisco, TX
Initially 4,500 sq. ft. of new facility, open office workspace
Cubicle partitions, some phases including floor to ceiling interior modular demountable walls for management
Nursing staff handling inbound healthcare calls, privacy regulations, HIPAA concerns
The Problem
“Our job is to make customers and prospects feel like they are uniquely special, but that’s hard to do when we can’t hear what they are saying on the phone over the other conversations in the room. We wanted to improve the working environment for the staff and the callers in a way that would positively impact our bottom line.”
“Our professional staff provides exceptional personally-specific guidance for callers seeking assistance in making pharmaceutical decisions. We want to be certain the conversation is not only accurate and compassionate, but also that privacy is maintained for every call. We want our nursing staff to be able to share happiness and a laugh with one caller, while not intruding where another caller is searching for more critical information.”
AmerisourceBergen is one of the world’s largest pharmaceutical services companies. ASD Healthcare, is a Frisco, TX – based division of AmerisourceBergen’s Specialty Group (ABSG) which focuses on injectibles for healthcare providers around the world. Speech Privacy Systems has successfully installed systems for ASD Healthcare since 2004, when Michael Gilgore, director of ASD Healthcare, called with a need to increase productivity in an existing facility with partitioned work spaces.
AmerisourceBergen Specialty Group is known for strong manufacturer and physician relationships in improving cost and effectiveness of providing prescription medications. The professional and confidential work environment plays a big part in serving and maintaining those relationships.
The Solution
Michael Gilgore had done research on solutions, was aware that sound masking was the most effective way to reduce distractions and increase privacy while staying within his budget, and found that, in addition to being an established and reputable local company, Speech Privacy Systems also had the latest technology in sound masking, which is measurably the most effective system available.
In the 2004 project, ASD Healthcare found that the equipment installed by Speech Privacy Systems maintained the right frequencies and balance of frequencies across the space better than older, plenum-based systems. Michael’s research showed that direct field sound masking takes advantage of new technology to eliminate virtually all the challenges faced by the older indirect field plenum-based technology. As a result of prior Speech Privacy Systems sound masking installations proving simple and effective while minimizing costs for ASD Healthcare, the Specialty Group has relied on Speech Privacy Systems for each new workspace as their new building expansion in Frisco, Texas, rolled out since 2007.
Through research and experience, ABSG found that Installing sound masking was the most effective and economic solution for complying with the HIPAA requirement for medical professionals to safeguard medical records by all reasonable means. ABSG found that the VoiceArrest system installed by Speech Privacy Systems was the most effective way to reduce distractions and increase privacy, and most cost efficient, since it involved the newer direct field ceiling mounted technology.
The Result
- Simple sound masking technology which is consistently and uniformly effective, and has little noticeable presence.
- Happier, less stressed, more focused and engaged employees
- Increased productivity in terms of number of calls and sales.
