Every decision made at Houston Methodist Hospital revolves around meeting and exceeding patient expectations for care. For call center agents, that means providing a superior customer experience (CX) for all patients, whether those patients are calling to find a physician or book a Lamaze class.

When call center leaders needed to maximize staff efficiency without sacrificing quality and provide better, more relevant coaching in order to build the culture they desired, they knew workforce management (WFM) and quality management would be key. Yet they lacked the call center data baselines and insights required to make it happen. They already struggled to measure and understand the work being done by the hospital’s nearly 1,000 agents spread across 40+ call center locations. They couldn’t even set optimal average call handling (ACH) goals because they didn’t know how much time agents spent on calls and how many total calls each one handled.

A new approach was needed.

Once the hospital’s Primary Care Group started centralizing call center operations across all of the different centers, leaders implemented Calabrio ONE to significantly enhance the experience at each one.

With Calabrio, leaders can access historical call center data to set appropriate AHT, quality management and other important goals for agents. The WFM platform then helps leaders identify ways to continually improve agent performance.

In addition, Calabrio enables leaders to keep an eye on the parameters put in place to protect agent well-being—for instance, by monitoring whether agents actually take their assigned breaks.

Call center leaders at Houston Methodist Hospital credit Calabrio ONE with helping them improve productivity and efficiency by letting them easily read between the lines of their data.

Now they can set accurate data baselines and realistic goals for improving agent performance. They no longer have to run multiple call center reports across different systems then try to manually stitch all of it together— the data they need is now available in one Calabrio report, accessible via one location.

Leaders also can use data to coach and encourage agents to reach higher levels of call quality. And they can protect agent health and well-being by providing and fostering a better work environment.