National Healthcare Leader Results • Reduced patient wait times by almost a full minute, an 18% improvement, and lowered abandonment rate by 7%. • Introduced flex scheduling, which has helped attract a higher-quality workforce. • Formalized and automated a quality assurance program to better understand and enhance the patient experience, as well as improve supervisor productivity. • Drove greater accountability across the business, particularly amongst agents. Opportunity This national healthcare leader offers an integrated and coordinated approach to care for its patients, which has enabled it to exceed national quality benchmarks. However, higher call volumes as a result of the organization’s growth created a number of challenges in

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