Answering 20 Million Questions On Health Issues Has Taught Us How To Do It Right

We've learned how, with understanding and compassion, to tell someone they are HIV positive. Or that they tested positive for herpes and a number of other very personal and scary diseases. We make complex medical information understandable. And we deliver the information the way we would want to hear it ourselves.

ASHA's combination of call center technology, flexible facilities, staffing patterns, and cross training of Communication Specialists supports a rapid response to both anticipated and unanticipated call surges. From 2000-2004, ASHA staff answered 1,128,000 inquiries per year on average in support of 15 projects for a variety of clients. We have extensive experience in managing call fluctuations associated with media story driven crises, advertising driven call spikes, and predictable seasonal variation in call patterns due to disease cycles and other external factors. If your organization requires assistance in handling sexually transmitted infection health communications inquiries and response, test-results communication services, research study enrollments, or other customer service issues, ASHA is positioned to serve your customers and meet your needs.

As a major provider of health-related telephone hotline services since 1979, ASHA has developed a robust capability in information technology. Computer-Telephony Integration (CTI) is an accomplished capability that allows call agents to access network databases in the context of a telephone call to provide an outstanding caller experience. On-line caller survey information can be captured through a comprehensive survey-building capability. The call agent desktop environment is built on the latest Windows network and workstation software running on high-end servers on a 100MB network. A full array of physical and data security functions ensure maximum resource availability and protect the network against outside threats, including spyware/malware, spam, and virus and denial-of-service attacks.