Few metrics define contact center performance more clearly than call abandonment rates. Simply, well-serviced customers don’t hang up.
New Jersey-based revenue cycle management company Caduceus Health knew this fact all too well. Faced with sky-high 14% abandonment rates – almost three times the industry standard – the company knew operational change was needed.
Caduceus Health formed a strategic partnership with workforce analytics software Insightful to transform its call center performance. The results have been remarkable. In a matter of months, call abandonment rate dropped to consistently less than 3%, two times better than the industry benchmark.
“Our call abandonment rate was 14%. Now it’s under 3% – and we’re doing it all remotely with Insightful as a core part of the model. No one else is even close to our numbers,” Caduceus Health Chief Operating Officer, Grant Knaggs said.
Good People, Held Back by Inefficiencies
Caduceus Health’s call center department handles more than 30,000 calls per month related to patient scheduling, accounts inquiries, and billing. Despite having a skilled workforce, the company was struggling to keep up with increasing service demands, leading to low levels of customer satisfaction.
Beyond the unacceptably high call abandonment rate, inefficient processes also led to a costly 27% staff turnover rate due to poor employee engagement
Turning to Technology to Build a Culture of Excellence
Caduceus Health’s manual reporting and spreadsheets were unable to provide insights into the causes of their call center’s inefficiency and productivity bottlenecks. The challenge was compounded by the fact that all agents work remotely.
Leadership needed a data-driven strategy to optimize efficiency without micromanaging employees in order to stay ahead of the competition. Caduceus Health turned to remote employee management software, and it’s a decision that transformed their call center performance.
More Visibility Leads to Greater Efficiency
Managing his newly remote organization, Knaggs experienced a lack of accountability because of limited workforce visibility. Scheduled hours went unworked, client service was inconsistent, and thousands of employee hours were used unproductively.
Now, with Insightful, Knaggs and his executive team can track agent performance with daily activity insights about agent efficiency, work hours, and processes. This data is used pro-actively.
“Every department shares daily updates. Even in a virtual environment, I can see performance in real time. That level of visibility just didn’t exist before Insightful,” Knaggs said.
“Our productivity year-over-year, from 2023 to 2024, increased at a minimum of 20% – maybe even more.”
Driving Better Conversations and Coaching with Data
Cadaceus Health managers use Insightful’s call center quality monitoring software to inform the company’s qualitative and quantitative performance analysis.
When variances in work hours and behaviors are found, these prompt detailed conversations with employees, including additional training and support to comply with best practices. It’s not about microvariances. Only major variances lead managers to take action.
Not only did this robust training process improve productivity and call quality, it also meaningfully increased employee engagement. Cadaceus Health saw a 30% increase in its Great Place to Work metrics.
“Insightful fits perfectly with our culture of accountability and transparency. If we’re going to hold people to targets, we need to give them the tools – and Insightful is that tool,” Knaggs said.
Staying Onshore When Others Can’t
In an industry where offshore contact centers are the norm, Insightful has helped Caduceus Health stay onshore, giving the company a significant competitive edge. Caduceus Health’s has even had offers to buy their company’s call centers, such is the envy of competitors.
“For almost every organization in our industry, anything that’s not automated is handled in India manually,” Knaggs said. “We’ve managed to build a process where we handle it here in the US. So our clients’ work isn’t sent to India, and this is due to our efficiency and ability to get things done.”
A More Data-Driven Approach to Customer Satisfaction
Knaggs attributes Caduceus Health’s out performance of competitors due to his team’s embrace of deeper all center quality assurance data. Insightful helps pinpoint workflow inefficiencies, optimize staffing based on demand, and increase employee engagement with clear performance insights.
“For me, the upside is I get to drive and change that culture and this fits with those values and what we’re really driving in terms of accountability and transparency.”
This transformative data-driven approach has led to faster response times and reduced service delays, driving higher customer satisfaction and loyalty.
