Improving Contact Center Operations and Patient Satisfaction

This case study details the challenges faced by a leading care provider's contact center, which was overwhelmed with high call volumes and struggling to manage various administrative processes. The provider sought assistance to enhance appointment scheduling, cancellation requests, and medication refill requests, which were impacting patient satisfaction. EXL Health partnered with the provider to develop a scalable and expandable economic model aimed at improving contact center operations. The solution involved deploying additional resources, including contact center representatives and registered nurses, as well as implementing Workforce Management as a Service (WFMaaS). The outcomes of this initiative included significant improvements in appointment scheduling accuracy, increased productivity, and enhanced service levels. Metrics showed a 75% improvement in call speed, a 15% reduction in abandoned calls, and improved patient access metrics, leading to higher customer satisfaction scores and reduced costs per contact. Overall, the case study illustrates the effective strategies employed to enhance operational efficiency and patient experience.