Service desk management for 4th largest hospice provider

Highlights

Implemented a 24×7 centralized support model tailored to the unique needs of palliative care services.
Introduced a case management and train-the-trainer approach, supported by specialized empathy training.
Improved service quality with faster response times, a 22% increase in call quality metrics, and a 4.86/5 agent quality score.

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

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