Clinical Research Directory

Modeling the Impact of Inbound Call Distribution Virtualization in Emergency Medical Communication Centers (EMCCs) on Their Service Level

Sponsor: Nantes University Hospital

Summary

Fast access to the Emergency Medical Communication Center (EMCC) is essential for the population in emergency situation. It is therefore essential that these call centers operate quickly and provide good quality service. However, in recent years, EMCCs have experienced a constant and increasing demand from the population. Thus, maintaining the current organization of emergency medical communication centers raises questions about both the volume of incoming calls to EMCCs and the economic constraints, which make it difficult to manage call peaks, especially in periods of crisis. The aim of our study is to assess the impact of incoming call distribution virtualization in EMCCs on their service quality.

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