Service desk management for 4th largest hospice provider

Service desk management for 4th largest hospice provider

The vast operations of the client supported 3,500 users across 17 states, with more than 4,000 contacts every month.

Challenge

However, the provider could not meet business culture requirements for palliative care support. It needed 24x7x365 centralized support model.  The hold time for Hospice Nurses was too long for support requirements

Approach

A total Case Management approach was created with phased development and transition steps. A centralized support model, of “train-the-trainer” was hugely beneficial. A special empathy training for palliative care staff was undertaken by ADSL Business Culture Adaptation.

Results

  • null
    Lowered Average Speed to Answer by 2 minutes
  • null
    Increased Call Quality Metrics by 22% in 60 Days
  • null
    Received 4.86 / 5 Agent Quality average score during 1st QTR

Looking for the right partner for your project?