The vast operations of the client supported 3,500 users across 17 states, with more than 4,000 contacts every month.
Service desk management for 4th largest hospice provider
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
- Lowered Average Speed to Answer by 2 minutes
- Increased Call Quality Metrics by 22% in 60 Days
- Received 4.86 / 5 Agent Quality average score during 1st QTR