Case Study: CentraCare Health achieves 24/7 patient access and work-from-home scheduling visibility with Calabrio

Anytime, Anywhere Visibility into All Schedules Enables CentraCare Health Agents to Work from Home

CentraCare Health, a not-for-profit health system in central Minnesota, was launching its first centralized contact center and found its spreadsheet-based approach couldn't support more sophisticated scheduling, forecasting or quality management. Leaders needed a solution to manage a diverse, distributed workforce, enable flexible and work‑from‑home schedules, and expand key services to 24/7 availability without sacrificing patient service levels.

CentraCare implemented Calabrio ONE for forecasting, visibility into schedules, dynamic and self‑scheduling, intraday management, call and screen recording, and custom quality scoring. The platform enabled remote work (now 50% of agents, targeting 80%), consistent service quality via a “WOW Factor” scorecard, seven‑year archival of recordings for liability protection, and 24/7 patient services—improving agent engagement and allowing a single coordinator to manage workforce operations.

CentraCare Health

Kristin Suggs

Quality Assurance and Training Analyst