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Exceeding Client KPIs

EC-United established a call center for central scheduling support.  Improved efficiency has resulted in the health system processing more referrals/day, reducing call abandonment rates and increasing speed to answer.

CLIENT

  • SAFETY NET HOSPITAL
  • +3,500 EMPLOYEES

SERVICES

  • CALL SUPPORT STAFFING
  • PERFORMANCE MANAGEMENT
  • CALL SOLUTIONS TECHNOLOGY

SUCCESS

  • IMPROVED EXPERIENCE
  • OPERATIONAL EFFICIENCY
  • DETAILED DATA & REPORTING

CHALLENGE

OVERWHELMED CALL CENTER

A medical center, burdened with understaffing and inefficient processes, struggled to manage its central scheduling call center. Long wait times, high call abandonment rates, and declining patient satisfaction threatened to compromise its reputation and operational efficiency. The medical center required a partner to quickly deploy a skilled team and implement innovative solutions to transform its call center operations.

RESULTS

ELEVATED ORDER & EFFICIENCY

EC-United provided staffing for central scheduling call center support, which ultimately reversed the cycle of inefficiency and elevated the call center to a state of peak performance. This included processing more referrals per day, reducing call abandonment rates, and increasing speed to answer, drastically bolstering client success and establishing a new standard of order and effectiveness.

Skill Utilization

  • Performance Management 100% 100%
  • Talent Acquisition & Staffing 95% 95%
  • Process Optimization 95% 95%
  • Data-Driven Decision Making 90% 90%
  • Client Relationship Management 90% 90%
0%

Improvement in Call Center Efficiency

+0%

Reduced Abandonment

0X

Increased Speed to Answer Calls

WE ARE PREPARED
WE ARE PREPARED

ADAPTIVE ASSEMENT

EC-United began by thoroughly analyzing the medical center's call center metrics, including wait times, call abandonment rates, and customer satisfaction scores. They identified key bottlenecks in staffing, technology, and processes that were contributing to the center's widespread inefficiencies.

WE ARE PARTNERS
WE ARE PARTNERS

STRATEGIC DESIGN

EC-United collaborated with the medical center to implement intelligent call routing and matching callers with the most suitable agents based on skills and expertise. They also introduced workforce management tools to optimize staffing levels during peak call times.

WE ARE YOU
WE ARE YOU

INTEGRATED OPERATIONS

EC-United fully integrated its team with the client's existing staff. This streamlined documentation frees up agent time and ensures consistent, accurate information capture across all interactions.

★★★★★
Our abandonment rate was around 35%. We improved by more than 28% now. That’s definitely a big improvement. Also, there were long wait times and people were waiting for 30 minutes for a scheduler. EC-United helped with customer experience and improving KPIs. Speed to answer improved with new functionality as we had terrible timing. I can tell you there has been 60% improvement all the way around. Maybe some places even 90%!
VP of Business Development
Safety Net Hospital
★★★★★
Our abandonment rate was around 35%. We improved by more than 28% now. That’s definitely a big improvement. Also, there were long wait times and people were waiting for 30 minutes for a scheduler. EC-United helped with customer experience and improving KPIs. Speed to answer improved with new functionality as we had terrible timing. I can tell you there has been 60% improvement all the way around. Maybe some places even 90%!
Sinai 2 - Denisse
VP of Business Development
Safety Net Hospital
★★★★★
EC-United is top notch. I work with a lot of vendors and have oversight committee meetings. EC-United is up there and they stayed more connected to me than most. They met every day with my team and there was weekly reporting. We don’t do that with others vendors and I meet them only monthly. EC-United provides a whole different service.
Director of Business Development
Safety Net Hospital
★★★★★
EC-United is top notch. I work with a lot of vendors and have oversight committee meetings. EC-United is up there and they stayed more connected to me than most. They met every day with my team and there was weekly reporting. We don’t do that with others vendors and I meet them only monthly. EC-United provides a whole different service.
Sinai 1 - Quan
Director of Business Development
Safety Net Hospital
☆☆☆☆☆
Our abandonment rate improved by more than 28%. That’s definitely a big improvement. Also, there were long wait times and people were waiting for 30 minutes for a scheduler. EC-United helped with customer experience and improving KPIs. Speed to answer improved with new functionality as we had terrible timing. I can tell you there has been 60% improvement all the way around. Maybe some places even 90%.
VP of Business Development
Safety Net Hospital
☆☆☆☆☆
Our abandonment rate improved by more than 28%. That’s definitely a big improvement. Also, there were long wait times and people were waiting for 30 minutes for a scheduler. EC-United helped with customer experience and improving KPIs. Speed to answer improved with new functionality as we had terrible timing. I can tell you there has been 60% improvement all the way around. Maybe some places even 90%.
Sinai - Denisse
VP of Business Development
Safety Net Hospital

WE ARE YOU

Improved Patient Experience

EC-United’s efforts significantly reduced wait times and improved call routing, leading to higher patient satisfaction and a positive perception of the center.

Operational Efficiency

The implemented solutions led to a 60% increase in efficiency, enabling the medical center to handle more referrals and optimize resource allocation.

Collaborative Excellence

EC-United provided regular weekly reporting, ensuring better oversight and transparency for informed decision-making and problem detection.

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