Apex Health System
Industry Vertical: Healthcare
1. The Challenge
Apex Health System experienced extended patient wait times in their contact centers, coupled with high agent burnout and scheduling gaps. Legacy telephony queue rules failed to route critical emergency escalations quickly, and supervisors lacked the real-time metrics needed to adjust staffing schedules.
2. Technical Assessment
Our operations team audited their call queues and supervisor workflows. We isolated a lack of unified queue visibility: agent schedules were managed manually on spreadsheet templates, leading to under-staffing during peak registration hours. Repeat contacts averaged 35% because agent training lacked proficiency frameworks.
3. The Solution
We deployed a comprehensive customer experience re-engineering program. We integrated algorithmic workforce scheduling software, rebuilt the queue routing templates using priority escalation paths, and initiated supervisor coaching and agent proficiency onboarding courses.
4. Operational Implementation
Over a 6-week cycle, we restructured the contact center queues, launched real-time speech analytics tools to monitor call quality, and trained 140+ agents on new onboarding curricula.
Measurable Results
- Contact queue wait times reduced by 30%.
- First Contact Resolution (FCR) rates increased by 25%.
- Contact center operating overhead cut by 15%.
Business & EBITDA Impact
Optimizing agent schedules and queue routing rules increased patient satisfaction (CSAT) ratings from 3.8 to 4.7 out of 5, while lowering agent attrition by 22%, protecting the health system from recurring recruitment costs.
Lessons Learned & Differentiators
- [1]Agent productivity is directly linked to scheduling flexibility and clear escalation paths.
- [2]Real-time supervisor dashboards are essential to adjust staffing volumes during sudden call spikes.